Customer Service Representative

Position Description

Answer incoming calls from customers to update account information, answer inquiries and questions, handle complaints, troubleshoot problems and provide information via the telephone and/or email. Make outbound calls to customers for payment reminders, marketing and follow ups.

Essential Job Functions

Responsibilities for this position include but are not limited to the following;

• Deliver a consistent and professional level of service at all times
• Research required information using available resources
• Manage and resolve customer complaints
• Handle each call promptly and in the correct manner, updating records accordingly
• Input customer related data accurately and efficiently
• Identify and escalate priority issues
• Explain the terms of contract conditions as appropriate
• Complete any administrative tasks as required for the efficient running of the call center
• Follow strict Company policies and procedures at all times, ensuring that regulatory requirements are met
• Have the ability to relate to people from a variety of different backgrounds
• Other duties as assigned

Knowledge, Skills, & Abilities

• Strong analytical and data entry skills
• Proven ability to problem solve and develop alternative solutions
• Technical skills with the ability to multi-task between computer screens, balance e-mail and phones
• Ability to deliver a high level of customer service to a diverse population, both internal and external
• Strong interpersonal skills; including oral and written communication
• Demonstrated ability to exercise judgment appropriate to the situation
• Proven success in a quota bearing environment
• Demonstrated ability to adhere consistently to attendance and punctuality standards
• Ability to work in a team environment
• Ability to work under pressure
• Possess the ability to quickly learn the company’s database

Education & Experience

• High School Diploma or GED
• Proficient in relevant computer applications
• Required language proficiency
• Knowledge of customer service principles and practices
• Knowledge of call center telephony, technology, and experience working in a call center is helpful
• Sales experience preferred

Physical Requirements & Working Conditions

This position requires interaction with people and technology and requires the employee to sit for long periods of time in an office setting. The majority of the work day requires the ability to communicate on the phone with or without reasonable accommodation. This position does not require lifting and the work is indoors, away from the elements.

MTFSA is an equal opportunity employer and is committed to compliance with its obligations under all applicable state and federal laws prohibiting employment discrimination. In keeping with this commitment, MTFSA attempts to reasonably accommodate applicants and employees in accordance with the requirements of the disability discrimination laws. MTFSA also invites individuals with disabilities to participate in a good faith, interactive process to identify reasonable accommodations that can be made without imposing an undue hardship.

MTFSA offers insurance programs with large national carriers for health, dental, vision, disability, and life insurance. The company pays 90% of the Employee Only health coverage and generous percentages for other coverage levels. Portions of the premiums for dental and vision are also employer paid. Additionally, MTFSA pays for $50K in life insurance at no cost to you. MTFSA offers a 401K program with employer match of $.50 on a $1.00 up to 4%.

MTFSA has 13 paid holidays plus 1 floating holiday for use at your discretion. Your paid time begins accruing day one! You can accrue 80 hours the first year with increases in future years.