Customer Service Representative

Job Summary     

The Customer Service Representative (CSR) works under supervision and follows specific procedures and detailed instructions in handling incoming and outgoing calls, questionnaires, and/or communications. The CSR will complete all data entry while actively communicating with the customer and, at times, may use independent judgment to further assist the customer. Reviews input/output data to verify completeness, accuracy, and conformance to quality standards and specifications. Maintains production records. Classifies and codes data to be entered. Verifies, identifies and corrects errors. Tracks documents received and completion dates in a log. Performs clerical and related office tasks as assigned, such as maintaining records of work received and work performed.

Job Duties and Responsibilities

• Handling incoming and outgoing calls with patience, tact, and courtesy.
• Enter information into computer database as required, while following instructions and conducting a scripted interview.
• Attend meetings and trainings to maintain current client information on regulations, policies, and procedures.
• Escalates calls to supervisor when necessary and appropriate.
• Adheres to client-specific policies including, but not limited to, confidentiality and privacy.
• Tracks call-related information for auditing and reporting purposes.
• Provides feedback on call issues related to downtime and/or training issues.
• Contribute positively to a work environment that is flexible, adaptable, and team based.
• Provide, receive, and seek feedback in a positive manner to encourage team building.
• Participate in the development and attainment of team and operational goals.
• Be respectful and courteous while working in a fast-paced work environment.
• Maintain a positive attitude about workloads and expectations.
• Prioritize workloads to ensure timeliness and quality standards are met.

Qualifications

Education

• High school diploma or GED required.

Experience

• 3-months or more experience in a call center or customer service environment preferred.

• Previous experience with computers, phone systems, and headsets preferred.

Knowledge, Skills and Abilities

• Reading and typing.

• Working knowledge of modern office procedures, methods, and computer equipment.

• Proficient in the use of Microsoft Office Products.

• Ability to speak and read English clearly, professionally, and fluently.

• Proficiency in languages other than English a plus.

• Excellent communication skills.

• Principles and practices of customer service.

• Establish a good working relationship with team members and internal contacts in order to maintain and continuously strive to improve the level of overall service being provided.

• Good organizational skills and attention to detail.

• Ability to comply with rules, regulations, laws and methods as related to the position.

• Work independently in the absence of immediate supervision.

• Ability to handle and resolve recurring problems.

• Successfully complete and pass the any client required trainings.

Security

Information and Physical Security is the responsibility of every employee.  In your position you are required to safeguard the computer systems by following proper username and password management which includes selecting challenging passwords and committing them to memory, they should not be written down or stored where others can freely have access.  This also includes securing your desk and workstation when you are not there. This includes locking your session and putting sensitive paperwork away when not physically at your desk.  You are not to share your username or password with anyone. The physical security of our offices of are equal importance, never shadow or let someone shadow your entry into a Coast Professional, Inc. facility. If this occurs quickly report this action immediately.  You are required to follow all Information Technology policies and procedures regarding the management of your system accounts and equipment. If you witness any security violation you should immediately report it to management.

Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee is regularly required to talk or hear. The noise level in the work environment is usually moderate. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms. The employee will be sitting at a desk and working on a computer for prolonged periods of time.

Must be available to work any shift.  Shifts may be Monday – Sunday, with hours of Operation from 12am – 12am EST (project will be staffed 24 hours each day, 365 days each year). Will be required to work on weekends and holidays, and overtime may be required.

Disclaimer

This job description reflects management’s assignment of essential job functions but is not intended to be a comprehensive list of all activities, duties and responsibilities required by the job incumbent. Nothing in the herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

Coast Professional, Inc. is an Equal Opportunity/Affirmative Action, M/F/Vet/Disability Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.