What are the responsibilities and job description for the Customer Service Representative (CSR) PLUS position at Wingware Corporation?
Broad Overview of the Role
The Customer Service Representative (CSR) PLUS at our software company plays a pivotal role in ensuring our clients receive exceptional service and support, while providing a dual role to support our dev team through your Excel skills. This individual acts as the primary point of contact for clients, addressing inquiries, resolving issues, and routing other issues to team members. The CSR is essential in maintaining and enhancing customer satisfaction and loyalty, contributing to the company's overall success and growth.
Duties
- Customer Support: Respond to customer inquiries via phone, and email providing timely and accurate information about our services and pulling in other colleagues when needed.
- Issue Resolution: Identify, troubleshoot, and resolve customer issues related to the software, billing, or service. Escalate complex issues to the appropriate internal teams.
- Product Knowledge: Maintain in-depth knowledge of the company’s products, updates, and functionalities to provide effective solutions and advice to clients.
- Feedback Collection: Gather customer feedback on product features and performance, contributing to the product development and marketing team's insights.
- Reporting: Keep accurate records of customer interactions, transactions, feedback, and resolutions in our CRM / Ticket System for tracking and resolutions reporting. Report on common trends and issues to management.
- You will use your Excel skills to provide support in organizing information for our development team as you learn how to use our database.
- Ability to work independently.
Qualifications
- Proven experience in customer service or support roles is preferred.
- Strong communication skills, both verbal and written.
- Proficiency in data entry and familiarity with office software applications.
- Strong Excel skills
- Ability to work collaboratively within a team while also being self-motivated.
- Experience in outbound calling.
- A commitment to providing excellent service and maintaining professionalism at all times.
Join us as we strive to deliver outstanding service in a growing company.
Job Type: Full-time
Pay: $17.13 - $19.17 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Shift:
- Day shift
Work Location: In person
Salary : $17 - $19