What are the responsibilities and job description for the Customer Service Representative II position at Casco International Inc?
Job Type
Full-time
Description
Job Title : Customer Service Representative II
Reports to : Client Service Manager
FLSA Status : Non-Exempt
Effective Date : 06.28.2024
Position Summary
Duties and responsibilities include providing a prompt and professional service to clients to ensure efficient operation of the department. Support managers, and clients through a variety of tasks related to organization and communication.
Essential Duties and Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Respond promptly and professionally to client inquiries through phone or email correspondence
- Proactively take ownership of customer issues and follow problems through to resolution
- Collaborate with other departments to achieve organizational goals and resolve customer issues
- Foster positive relationships with our clients, account managers and sales team as their primary point of contact
- Proactively maintain an updated knowledge of the organization's products, services, and customer service policies
- Document client interactions when necessary, compiling documents and forwarding information to interested parties
- Proactively resolve client disputes on orders and escalations in a timely manner
- Proactively research account program issues and questions posed by clients using internal resources
- Ensure sustainable client relationships of trust by thoughtfully responding to client inquiries within 24 hours regarding employee recognition program
- Work closely with Data Team in getting problems resolved with data from clients
- Work closely with Implementation Team in getting new accounts, changes, and additions to existing accounts
- Work closely with Finance Team in getting problems resolved with invoices, credits, and rebills
- Submit change requests via case or ticket process to IT, Finance, and Implementation
- Explain simply and clearly in response to client questions and check for client understanding and acceptance
- Recommend new products or services or make suggestions for improvements by identifying relevant features and benefits
- Assist clients by demonstrating programs and answering any questions they may have
- Train clients on how to use the platform
- Demonstrated strong organizational skills and attention to detail
- Proactively review and familiarize your accounts prior to Account Audit and to proactively contribute to the Audit
- Client oriented mindset and demonstrated ability to adapt / respond to diverse types of personalities - including ability to handle high-pressure situations
- High energy and positive "can-do" attitude; Actively seeks feedback to improve performance
- Participate in training opportunities provided by the organization
- Required to pass skill assessment testing after training and on a quarterly basis
- Receive and implement customer feedback to improve service quality
- Establish and maintain good rapport with clients by using positive language and anticipating their needs.
Requirements
Education
High school diploma or general education degree (GED) required; Associate degree or higher strongly preferred and a minimum of 5 years of previous client service experience or business office experience is required; or equivalent combination of education and experience with an emphasis in client service.
Skills / Experience