What are the responsibilities and job description for the Customer Service Representative (Grapevine, TX) position at Reconext?
Job Description
Position Summary:
The Customer Service Representative is part of the call center team which works to meet customer support and satisfaction requirements in addition to performing the duties and responsibilities of a call center technician.
Responsibilities/Duties
Education/ Work Experience
Position Summary:
The Customer Service Representative is part of the call center team which works to meet customer support and satisfaction requirements in addition to performing the duties and responsibilities of a call center technician.
Responsibilities/Duties
- Tracks call metric statistics and works with individual members to ensure support meets customer needs and conforms to company policy and performance standards.
- Responds to incoming customer calls and inquiries for customer service.
- Ensures correct level of diagnostic accuracy and customer phone etiquette is performed by call center technicians through review and analysis of call results and metrics.
- Provides telephone troubleshooting and diagnosis of technical problems that resolve customer reported issues in a prompt and effective manner.
- Provides and coordinates daily, weekly and monthly call activity reports.
- Promotes and maintains positive customer relations while maintaining professional and courteous telephone customer communication.
- Manages and coordinates research required with product technical literature and internal team members to ensure an effective resolution to the customer issue.
- Provides data entry into customer response system to track incident, open service orders, research issues, and setup RMAs with customers.
- Assists in customer presentations, site visits, and requests, at either customer or company locations as required, and maintains a professional image at all times.
- Identifies new business techniques and processes, by developing a complete and thorough knowledge of the customer technical support processes.
- Develops methods to reduce call handling times and improve diagnostic accuracy.
- Provides support to other team members as required and assists in development of techniques to improve customer satisfaction and quality of service.
Education/ Work Experience
- High school diploma or general education degree (GED) or (equivalent combination of education and experience)
- 2 Years related experience and/or training
- Excellent customer service skills
- Self-Starter
- Intrinsic motivation
- Demonstrates leadership
- Excellent interpersonal skills
- Multi-cultural
- Accustomed to working through people
- Good coaching & facilitation skills
- Change agent
