Position Title: Call Center Customer Service Assistant
Department: Customer Service
Location: Columbus, OH
Reports To: Call Center Manager
Employment Type: Full-time

Job Summary:

We are seeking a dedicated and personable Call Center Customer Service Assistant to join our dynamic team. The ideal candidate will be responsible for handling customer inquiries, resolving complaints, and providing exceptional service to ensure customer satisfaction. This role requires excellent communication skills, patience, and the ability to work efficiently in a fast-paced environment.

Key Responsibilities:

• Answer incoming customer calls and respond to customer emails and chats in a timely and professional manner.
• Resolve customer issues and complaints promptly, aiming to achieve first-call resolution.
• Provide information about products, services, and policies to customers.
• Document all customer interactions and maintain accurate records of customer inquiries and resolutions.
• Escalate complex issues to senior staff or supervisors when necessary.
• Follow up with customers to ensure their issues have been resolved to their satisfaction.
• Participate in training sessions to stay updated on product knowledge and customer service practices.
• Assist in developing and improving customer service procedures and policies.
• Work collaboratively with team members and other departments to achieve overall company goals.

Qualifications:

• High school diploma or equivalent; college degree preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to multitask, prioritize, and manage time effectively.
• Proficiency in using customer service software, databases, and tools.
• Ability to remain calm and professional in stressful situations.