Customer Service Agent

Job Description:

As a customer support specialist, you will perform research and analysis to resolve customer-submitted issues regarding our products.

Responsibilities:

• Conduct internal and external research and analysis to ensure requested changes can be supported.
• Respond to customer inquiries related to product use and services.
• Communicate professionally with customers through various media.
• Understand complex issues and translate them into clear messages for the customer.
• Defuse volatile situations and bring discussions to resolution.
• Verify data with internal customers and external providers.
• Determine issue accuracy and assess trends in data quality.
• Provide timely responses to inquiries as determined by team and individual goals.
• Accurately document and classify customer communication.
• Recommend product improvements based on empirical data.
• Research and resolve customer issues using available resources.
• Provide feedback on issue analysis and research methodology to management.

Qualifications:

• Research and analytic experience preferred.
• Excellent communication skills, including listening, writing, and summarizing.
• Sense of urgency and passion for customer service and satisfaction.
• Creative thinking and insistent conclusions.
• High proficiency in typing and organizational skills.
• Ability to work independently and as part of a team.
• Multitasking in a fast-paced environment.
• Proficiency in office technologies, such as MS Word, Excel, and Outlook.
• Experience with Salesforce.com a plus.