About the job
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Overview
Provides support for all customer requests received through phone, fax, or e-mail. Primary duties are to answer incoming calls and respond to email inquiries. Timely, accurate handling and processing within established policies, procedures and directives.
Responsibilities
- Meet all assigned responsibilities and goals, to include volume of calls answered and emails responded to
- Receive, document, coordinate and complete the following business transactions and requests accurately and timely as defined in established policies, procedures, and current directives
- Orders and related requests
- Returns and related requests
- Information requests
- Coordinate on-time delivery of products and services accurately and timely as defined in established policies, procedures and directives
- Communicate effectively with customers, team members, peers, and managers relating to issues, progress, status and solution
- Owns the customer experience throughout the entire life cycle of the relationship
- Perform other duties as assigned by the Manager of Customer Service
- Research billing discrepancies and provide feedback on findings.
Qualifications
- High School Diploma or General Education Degree (GED)
- Minimum of three (3) year of Customer Service experience required
- Intermediate understanding of telephony concepts, practices, and procedures
- Excellent verbal and written communication skills
- Ability to work within a team environment
- Basic knowledge of firearms, types and usage
- Ability to coordinate with various levels of management within different functional areas
- Experience with MS Office Suite
- Intermediate knowledge of company products, practices, and procedures
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