Customer Service

Job Description

REQUIREMENTS

• 1 year of previous call center or office background experience required
• 1 year of customer service or customer support experience
• A high school diploma or GED is preferred
• Technical savvy (able to toggle between multiple browsers & systems using dual monitors)
• Previous experience using Outlook, Word & Excel preferred
• Knowledge of CRM systems a plus
• Previous remote work from home experience a plus
• Quick learner and able to work independently
• Strong phone and verbal communication skills along with active listening
• Must be at least 18 years of age
• A background check and drug screen applicable with state and federal laws is required
• Must be able to speak, read, write and understand English

RESPONSIBILITIES

• Take the lead in addressing customer questions and concerns on all products and services through communication channels such as phone, email and chat
• Manage large amounts of inbound calls in a timely manner
• Identify customers’ needs, clarify information, research and provide solutions and/or alternatives
• Access company and client resources provided to accurately handle the call
• Identify upsell/cross-sell opportunities
• Actively participate in efforts to support customer satisfaction and maintain quality
• Skillfully change from one task to another without loss of efficiency or composure
• Ability to multi-task using multiple system pending the clients working environment
• Successfully complete all training sessions
• Effectively communicate with patience and understanding to build rapport
• Remain positive and professional in all customer interactions
• Be available at your desk, maintaining punctuality and attendance at all scheduled times
• Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas
• Flexibility to cross train as requested
• Maintain the utmost confidentiality and security as it pertains to Five Star Solutions policies
• Perform other duties as assigned*

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