Customer Service Professional

Seeking Customer Service Professional for a full-time position in Glenside PA.

This is a full-time opportunity with a typical shift of Monday-Friday 9:00am to 5:00pm, with occasional weekly overtime hours. The Representative will be a Customer Service Professional, responsible for providing best-in-class customer care to Resident customers by promptly and effectively resolving escalated customer concerns in real time and enhancing customer satisfaction from first point of contact to final resolution. The ideal candidate for this position would thrive in a high-pressure, fast-paced environment, be proficient in in-depth analysis, cross-functional collaboration with various departments, and effective communication to deliver timely solutions and maintain customer satisfaction. 

Hourly rate $18 - $22 based on experience. 

Key responsibilities include:

·         Managing escalated customer inquiries: Receiving and reviewing high-priority customer concerns, including complaints, technical issues, or service disruptions. 

·         Troubleshooting complex problems: Performing in-depth analysis to diagnose the root cause of escalated issues, often requiring technical expertise. 

·         Cross-functional coordination: Collaborating with different departments like engineering, sales, and operations to identify solutions and ensure timely issue resolution. 

·         Customer communication: Providing clear and concise updates to customers on the progress of their escalated issues, setting expectations, and managing their concerns. 

·         Root cause analysis: Identifying patterns in escalated issues to proactively address potential problems and improve customer support processes. 

·         Escalation reporting: Tracking and documenting escalated issues, including key metrics like resolution time and customer satisfaction, to inform management and identify areas for improvement. 

Required skills:

·         1-3 years minimum in a high-volume call center environment 

·         Proficient computer navigation skills along with typing 60 words per minute.

·         Excellent communication and interpersonal skills

·         Strong analytical and problem-solving abilities 

·         Technical expertise in relevant product or service areas 

·         Ability to work independently and as part of a team 

·         Time management skills to prioritize and handle multiple escalated issues effectively 

·         Customer service orientation and focus on customer satisfaction

·         Ability to stick to schedule and maintain punctuality

·         High level of professionalism

·         Ability to work full time and overtime

·         Excellent problem-solving skills