Customer Service/Data Entry

Quincy, MA | Customer Service

Post Date: 10/11/2017 Job ID: 1960 Industry: ALL Pay Rate: $15.00 hourly

Quincy - Long term temporary role (through April 2018)

Duties:

Provides general information to incoming callers regarding scheduling appointments, remitting payments, etc. and perform other clerical duties requiring a moderate degree of decision making and general knowledge.

Responsibilities & Performance Standards

· Receives and responds to customer phone calls, emails, letters, and faxes

· Directs inquiries to other individuals, departments, and agencies as appropriate

· Assists customers with regulations, policies, and procedures

· Receives and reviews customer inquiries and requests, and makes recommendations for potential improvements to communications

· Uses call center software to document calls made and received

Technical Competencies Required for Job

· Ability to navigate basic screens and performs data entry

· Ability to locate and communicate to others basic information from within system

· Knowledge of Call Center Software

· Ability to use telephone software for efficient handling of customer calls

· Ability to proficiently use call center tracking system to document calls

· Familiarity with CRM systems and practices

· Has a basic understanding of MS Office

· Ability to navigate and perform data entry in MS Office

Customer Service

· Ability to understand customer needs by actively listening and asking probing questions

· Ability to analyze problems and resolve issues to meet customer needs while maintaining a positive attitude and good rapport

· Ability to project confidence and professionalism by using a positive tone of voice, appropriate words, and correct grammar

· Ability to remain patient, empathetic, calm, and composed while handling unexpected and/or difficult situations

· Ability to determine when a call transfer to another department or more experienced customer service rep is necessary to provide more detailed account specifics

Respectfully listens to others to gain a full understanding of issues; comprehends written material; presents information in a clear and concise manner orally and in writing to ensure others understand his/her ideas


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