Customer service work handling various customer inquiries in accordance with established procedures and guidelines. The work requires knowledge of established procedures and practices using customer service skills. Contacts with customers require basic courtesy tact and effectiveness in dealing with customer questions and complaints and involve interaction with others to request and or provide information ask questions and obtain clarification. The customer service work is semi-routine in that tasks are covered by procedures or guidelines but because of different situations incumbents must analyze customer needs and offer appropriate solutions to successfully complete tasks.Working hours 8-7 Mon-Fri 8-12 SatREQUIREMENTS - Must have high school diploma or equivalency and two (2) years of full time call center experience- Must be available to work any shift between the hours of 8am-7pm M - F and Saturday 8am to Noon.KNOWLEDGE - Computers billing collections and customer relations.- Customer service practices and telephone etiquette.- Business English grammar punctuation spelling and document styles. - TargetSmart concepts. SKILL IN - Dealing with customer inquiries and complaints.- Listening issue analysis and problem solving.- Using word processing spreadsheet and application specific computer software programs.- Performing customer account research compiling data and preparing reports.- Composing business correspondence. - Performing and verifying statistical and mathematical calculations.- Operating office equipment such as computer terminals and printers typewriters calculators fax machines photocopiers microfiche readers TDD equipment for the hearing impaired and other general office equipment.- Establishing updating and maintaining manual and electronic filing systems. ABILITY TO - Obtain and retain knowledge of client s Customer Services practices procedures and guidelines as applied to resolving customer questions and requests.- Operate the computer and communicate with customers via telephone or in person simultaneously.- Maintain detailed and accurate customer files and records.- Research investigate gather compile and analyze information to make appropriate quick decisions to benefit both the customer and client.- Handle high volumes of phone calls and walk-in customer contacts.- Spend 75-80% of the day on the telephone and or on the computer terminal.- Communicate effectively orally and in writing.- Work with the public in a courteous and helpful manner.- Establish and maintain effective working relationships with others.- To be available to work a flexible schedule as needed.
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