Customer Service Representative

As a Customer Service Representative, you will be responsible for managing large amounts of incoming calls, generating sales leads, and identifying and assessing customer needs to achieve satisfaction. Building sustainable relationships and trust with customer accounts through open and interactive communication will be a key aspect of your role. You will need to provide accurate, valid, and complete information using the right methods and tools, while meeting personal and team sales targets and call handling quotas. Handling customer complaints, providing appropriate solutions and alternatives within time limits, and following up to ensure resolution are crucial tasks. Keeping records of customer interactions, processing customer accounts, and filing documents will also be part of your responsibilities. You must adhere to communication procedures, guidelines, and policies, and be willing to go the extra mile to engage customers effectively. Qualifications for this position include excellent communication and presentation skills, with a high school diploma or equivalent; a college degree is preferred. You should have proven customer support experience, a track record of over-achieving quotas, and the ability to multitask, prioritize, and manage time effectively. Key skills required for this role include the ability to listen closely to customers, clear verbal communication, data entry and basic computer skills, time management skills, professionalism, flexibility, problem-solving abilities, product knowledge, teamwork skills, and creativity. Key Performance Indicators (KPIs) for a Customer Service Representative include metrics such as average % of calls blocked, average % time in queue, average % abandonment rate, average % service level, average % speed of answer, average % handle time, average % after-call work time, average % first call resolution, and average % customer satisfaction.,