A.C. Coy

  • Customer Service Representative

    Job Locations US-PA-Wexford
    Posted Date 4 weeks ago(3/29/2018 11:57 AM)
    Job ID
    2018-17883
    # of Openings
    1
    Category
    Customer Service/Support
  • Overview

    The Client Service Representative (CSR) will act as a liaison, providing updates, answering questions, and resolving concerns for clients and candidates. The team will also reach out to clients proactively providing statuses and checking on current satisfaction of accounts. Successful CSR’s will be an advocate of the client and will provide an experience that exceeds the expectation of the person with whom they are interacting. This position requires shift work (12:30 - 9:00 pm)

    Responsibilities

    • Successfully manage large amounts of incoming calls ▪ Identify and assess client needs to achieve high satisfaction
    • Build sustainable relationships and trust with client accounts through open and interactive communication
    • Provide accurate, valid and complete information by using the right methods and tools
    • Meet team targets for first call resolution, satisfaction, and timeliness.
    • Escalate calls where / when appropriate
    • Follow communication process, guidelines, and policies
    • Utilize Relationship Management system, and other tools effectively and appropriately
    • Utilize internal resources
    • Maintain strict confidentiality standards at all times
    • If business needs dictate, mandatory overtime may be required.
    • Other duties as assigned.

    Qualifications

    • One or more years of relevant work experience, preferably customer service in a call center
    • Zendesk, Salesforce or other CS Platform experience preferred
    • Bilingual a plus

    Education:

    • High School Diploma required, 
    • Associates or Bachelor's Degree preferred

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