nTech Workforce Hiring for Customer Service Representative at Philadelphia, PA Full Time

Overview

Our client is seeking Customer Service Representatives to process orders, prepare correspondence, and fulfill customer needs to ensure customer satisfaction. The ideal candidate will possess a demonstrated ability to respond to emergencies, manage stressful situations, and excel in a changing environment. This role involves providing top-notch customer support through various communication channels, including in-person, email, chat, phone, and social media.

Responsibilities

• Exhibit a strong understanding of call center processes and procedures to provide accurate and efficient assistance.
• Manage both difficult and non-difficult customers using exceptional soft skills to create positive interactions.
• Follow up on tasks until completion, ensuring customer satisfaction.
• Identify problems and propose solutions proactively to enhance the customer experience.
• Work independently with minimal supervision while maintaining high productivity and efficiency.
• Engage with customers through various communication channels, including in-person, email, chat, phone, and social media (Facebook and Twitter).
• Pilot and test new customer contact programs, processes, and technology to improve service quality.
• Monitor service quality through live/recorded call monitors and ensure compliance with established standards.
• Audit customer accounts to monitor associate quality and identify training needs.
• Train, support, and provide ideas and encouragement to Universal agents, ensuring a knowledgeable and motivated team.

Required Skills & Experience

• High School diploma or equivalent.
• 2-3 years of customer service experience (call center environment is preferred).
• Able to type a minimum of 40 words per minute.
• Excellent written & verbal communication skills.
• Strong PC Skills and professional telephone etiquette.
• Ability to work in a fast paced environment.
• Excellent interpersonal and conflict resolution skills.
• Demonstrated ability to respond to emergencies and manage stressful situations.
• Demonstrated ability and willingness to work effectively and productively in a changing environment.
• Demonstrated ability to understand Call Center processes.