Job Description

Job Description:

As a Customer Representative, the individual is responsible for handling a range of complex service interactions that require one to quickly assess, clarify, and analyze the customer's needs. The types of interactions range from handling account inquiries including billing and/or order issues, website navigation, order entry, resolution of complaints, while doing so in a manner that reduces customer effort and promotes a positive customer experience. The person in this role is responsible for the documentation of customer queries and performing monitoring activities for each customer's case until resolution. The channels of service one may be handling include phone, email, and/or self-service. The individual should be able to work within a structured environment, while demonstrating flexibility and initiative to establish and achieve individual professional goals.

Responsibilities:

• Anticipate customer needs and meet those needs through upselling, cross selling of products, and/or services, including support and direction on use of online account management tools.
• Execute needed follow-up through various communication channels such as outbound calls and emails in accordance with Standards.
• Accommodate special customer requests and rectify customer complaints with good judgment and critical decision-making skills while balancing the needs.
• Resolve inquiries related to marketing programs, product, price, and order status information within established processes and procedures.
• Acquire and maintain an understanding of processes, procedures, and the systems used for support.
• Document each interaction information on each interaction, so the information can be shared throughout Communicates day-to-day work status updates within the team.
• Collaborates with a purpose to identify common ground across diverse teams to achieve mutual and independent goals.

Required Skills, Experiences, Education and Competencies:

• Associate or Bachelor's degree from an accredited institution is preferred.
• Demonstrates strong competence in maneuvering BI's customer platform and systems.
• Exhibits great proficiency in multi-tasking and ensuring each customer interaction is handled with a high quality of care.
• Demonstrates great adaptability skills; adjusts easily to changes in processes and procedures Customer Care.
• Adapts existing processes to current method of task completion and may make recommendations; identify opportunities for improving one's work environment.
• Excellent written and verbal communication skills Strong interpersonal skills with the ability to work in a close team environment.
• Must be able to work within several software applications including Microsoft, call center, and custom programs.
• Animal/Veterinary experience is a plus.
• Customer experience focus
• Ability to learn and comprehend abstract, complex, and technical information.
• Salesforce/SAP is a plus.

The hourly range for roles of this nature are $18.00 to $22.00/hr. Rates are heavily dependent on skills, experience, location, and industry.

cyberThink is an Equal Opportunity Employer.

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