Purpose:

Serves customers by providing product and service information; listening to incoming inquiries and helping resolving problems.

Responsibilities:

• Answers product and service questions, also suggesting upsell opportunities.
• Maintains customer satisfaction.
• Opens customer accounts by retrieving account information.
• Maintains customer records.
• Resolves issues by clarifying the customer’s complaint, determining the cause of the problem, determining and explaining the best solution, initiating the correction and following up on the resolution.
• Maintains financial accounts by processing customer adjustments.
• Prepares reports by collecting and analyzing customer information.

Skills/Qualifications:

Customer service, product knowledge, quality focus, problem solving, phone skills, conflict resolution, ability to analyze information, ability to multi-task.