What are the responsibilities and job description for the Customer Service Specialist position at DOWC?
Responsibilities
- Answer heavy call volume in a professional and friendly manner providing exceptional customer service in a call center environment.
- Analyze and resolve or triage application support incidents/requests.
- Facilitate product builds and maintain product SLAs.
- Log and track incidents / requests from identification through resolution in incident management software.
- Communicate with resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete.
- Collaborate with application development and/or infrastructure resources to resolve incidents/requests.
- Document resolutions and internal procedures and update knowledgebase articles.
- Create a positive customer support experience and build strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude.
- Maintain and protect confidentiality with regards to all aspects of client and company information.
- Document, analyze, discuss, and review customer service-related matters resulting from calls answered.
- Ability to review products and information with a desire to learn and become a subject matter expert in order to answer customer questions and resolve concerns.
- Analyze information, process documents, and communicate payment information in an attempt to resolve customer issues prior to escalation.
- Provide after hours and on-call support as needed.
- Performs general administrative tasks as needed.
- Performs other duties will be at the discretion of management.
Required Skills
- Excellent communication skills.
- Excellent interpersonal and customer service skills.
- Strong analytical and problem-solving skills.
- Must have superior technology skills with proficiency in Microsoft Office 365.
- Ability to build rapport with clients.
- Ability to multitask and remain professional at all times.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Self-starter with the ability to work independently.
- Ability to speak Spanish helpful but not required.
