Detail of : Customer Service Specialist Job Opening in Roseville
Position Summary: The Customer Service Representative is part of the call center team which works to meet customer support and satisfaction requirements in addition to performing the duties and responsibilities of a call center technician. Responsibilities/Duties: Tracks call metric statistics and works with individual members to ensure support meets customer needs and conforms to company policy and performance standards. Responds to incoming customer calls and inquiries for customer service. Ensures correct level of diagnostic accuracy and customer phone etiquette is performed by call center technicians through review and analysis of call results and metrics. Provides telephone troubleshooting and diagnosis of technical problems that resolve customer reported issues in a prompt and effective manner. Provides and coordinates daily, weekly and monthly call activity reports. Promotes and maintains positive customer relations while maintaining professional and courteous telephone customer communication. Manages and coordinates research required with product technical literature and internal team members to ensure an effective resolution to the customer issue. Provides data entry into customer response system to track incident, open service orders, research issues, and setup RMAs with customers. Assists in customer presentations, site visits, and requests, at either customer or company locations as required, and maintains a professional image at all times. Identifies new business techniques and processes, by developing a complete and thorough knowledge of the customer technical support processes. Develops methods to reduce call handling times and improve diagnostic accuracy. Provides support to other team members as required and assists in development of techniques to improve customer satisfaction and quality of service.
Education/ Work Experience: High school diploma or general education degree (GED) 2 Years related experience and/or training OR equivalent combination of education and experience.
Personal: Excellent customer service skills Self-Starter Intrinsic motivation Demonstrates leadership Excellent interpersonal skills Multi-cultural Accustomed to working through people Good coaching & facilitation skills
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