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Customer Service Rep in Waltham, MA at Volt

Date Posted: 5/22/2019

Job Snapshot

Job Description

ESSENTIAL RESPONSIBILITIES

  • Answer customer inquiries by clarifying desired information, researching, locating, and providing information.
  • Resolve customer problems by researching and exploring answers and alternative solutions, implementing solutions and escalating unresolved problems.
  • Document customer interactions with details of inquiries, as well as actions taken within the company’s CRM system.
  • Handle customer calls efficiently, effectively and professionally when responding to customers’ requests and challenging customer situations or responses.
  • Understand and comply with company resident screening practices, safeguards, policies and legal compliance regulations.
  • Meet company-established customer service standards for service (e.g., first call resolution).
  • Achieve productivity standards while maintaining the highest level of customer service (e.g., meets or exceeds all departmental goals).
  • Escalate unresolved customer questions, issues or complaints to appropriate individual(s) for quick resolution.
  • Use computer systems to track and gather information and/or troubleshoot customer issues.

EDUCATION/QUALIFICATIONS/EXPERIENCE

Required

  • Demonstrates excellent written and verbal communication skills
  • Professional phone demeanor skills
  • Proficiency in Microsoft Word and Excel
  • Ability to meet critical deadlines and prioritize multiple tasks in a fast-paced environment
  • High attention to detail and strong organizational skills
  • Excellent data entry skills with attention to speed and detail
  • Proven ability to maintain cooperative working relationships with other staff
  • Above average computer skills and aptitude for learning new applications
  • Ability to manage discreet and sensitive information
  • Proven ability to utilize training and job aids to quickly answer customer questions or resolve problems
  • Regular attendance and a regular work schedule is an essential function of this job

Preferred

  • 2-year college degree or equivalent experience
  • 2 years minimum customer support or customer facing experience
  • Experience using a customer service (“CRM”) system