Customer Solutions Specialist I (Part-Time)
Full Time
Madison, WI 53703
Posted
Job description
Overview:
Hours for this position: Monday-Tuesday: 9:00am-5:00pm and Friday 10:30am-3:30pm or M-F 10:00am-2:00pm Responsibilities:
Qualifications:
Education Requirements
Min/Preferred
Education Level
Description
Minimum
High School or GED
Preferred
Other
Wisconsin Preneed Certification
Preferred
Other
LOMA 280 and 290 with ACS goal
Years of Experience
Minimum Years
Description
2
A minimum of two years of customer service, call center experience preferred
This position provides an opportunity to demonstrate an excellent level of professional customer support to all internal and external customers via phone and written communication, while joining a positive, healthy, team-orientated culture. The Customer Solutions Specialist I is also responsible for telephone support, submitting service requests according to written procedures, and focusing on customer retention by providing a high level of friendly, sensitive, professional and responsive communication. In this role, work is performed under general supervision. A thorough understanding of processes, procedures, and business within one or more phone lines, and an ability to achieve consistent measured metrics on those lines is required.
Open to remote work in the following states: AL, AZ, AR, FL, GA, IL, IN, IA, KS, KY, LA, ME, MA, MN, MO, NE, NH, NJ, NC, OH, SC, TN, TX, UT, VA, WI, WY
Hours for this position: Monday-Tuesday: 9:00am-5:00pm and Friday 10:30am-3:30pm or M-F 10:00am-2:00pm
- Answer calls for minimum of one phone line
Communicate heavily with Customers on a daily basis
Apply critical thinking on individual calls to help callers find appropriate solutions
Write detailed notes and instructions on each call to ensure adequate service is provided to our Customers
Effectively communicate through writing, fax, or email with external customers needing documentation or letters to fulfill a request
Monitor phone line coverage and abide by teams personal accountability standards
Communicate frequently within immediate team and other internal teams through verbal and written means to find answers and information to help callers
Follow processing expectations as assigned
Complete assigned projects, tasks, and/or milestones by agreed upon due date
Recognize and report trends and inefficiencies to department leadership
Suggest solutions that meet the immediate and potential future needs and requests of our external and internal Customers
Escalate issues appropriately to others when necessary
Utilize various systems to locate applicable information and details for each call
Navigate sensitive and/or escalated calls to assist teammates
Research and communicate solutions to internal and external customers
Qualifications:
Knowledge, Skills, and Abilities
Strong oral and written communication skills that convey confidence, professionalism and empathy
Ability to follow procedures for processing and professional phone conversations as well as hold/transfer procedures
General computer knowledge with the ability to learn NGL Systems
Basic typing skills
Good analytical and critical thinking skills
Ability to work in a team environment
Detail oriented and organized
Ability to gather, analyze, and record information skillfully
Ability to complete tasks while talking
Education Requirements
Min/Preferred
Education Level
Description
Minimum
High School or GED
Preferred
Other
Wisconsin Preneed Certification
Preferred
Other
LOMA 280 and 290 with ACS goal
Years of Experience
Minimum Years
Description
2
A minimum of two years of customer service, call center experience preferred
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