The primary function of the Customer Service Representative (CSR) is to appropriately and professionally answer and process all incoming calls into the Company's call center in a timely, courteous and friendly manner. Processing calls entails either transferring the call to another employee if requested by the caller and/or supporting the client with a service or MAC (move,add,change) need by listening to their request and opening a ticket in the company CRM system and communicating and setting proper expectations to the client for the support process.
Time Management – The CSR is part of a call center and must be punctual and dependable to be able to answer calls during call center business hours (M-F 8-5). The right candidate will be able to quickly process calls and multi task with multiple callers.
Client Communications – The Customer Service Representative must have excellent oral and written communication skills in order to interact with clients. The CSR creates and documents service orders details for all service and support requests via phone and email. The CSR will communicate updates and details pertaining to the client support request until service has been completed by company.
Account Management – In addition to documenting the specific client need, the CSR will appropriately update and confirm client account information in Company CRM to ensure the client profile and account is accurate and current and properly coded in accordance with company procedures.
Problem Solving – The CSR needs to be able to identify and assess client needs by asking clarifying and probing questions with the goal to clearly identify the client objective in order achieve client satisfaction. Additionally, the CSR will act as a liaison to resolve any conflicts between the client and the Company by engaging with appropriate team members to assist helping address the client's issues.
Product and Technical Knowledge – The ideal candidate will have 1-2 years of industry experience that can be applied to learning specific products and technologies that ATS provides our customers. Must be able to complete self-guided training materials and apply to everyday duties.
Customer Satisfaction – The CSR must demonstrate a desire and will to work with a client to deliver exceptional customer satisfaction.
Teamwork – The CSR must be able to effectively collaborate with other ATS team members and work as part of a team that is delivering the service and positive client experience to the customer.
Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking.