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Customer Service Representative


This is a Contract position in Rancho Cordova, CA posted September 19, 2020.

The Service Desk person is a direct contact point for customers via phone.

Working in a call center environment, accuracy in assisting customers and routing to the correct team for service is critical to meeting service level agreements.

You may be the only contact a customer has and acts as a customer service ambassador and ensures a positive customer experience.

Hours: 40 hours per week
– Monday through Friday
– 8 AM to 5 PM
– No Nights or Weekends
– Overtime is required when calls remain in the queue
– OT is common and is paid as 1.5x your hourly rate
– Paid weekly.

Key Responsibilities: Working from a standard protocol and utilizing documented processes to respond to customer issues.

Some judgment may be used to supplement the outlined process.

Successfully resolve simple technical and non-technical as well as procedural concerns from incoming customer contacts and proactive notification systems.

Respond to service, product, and customer-relations questions on timesheet status.

Begin to proactively assist customers to avoid or reduce problem occurrences.

Work is often reviewed by Supervisor or Team Lead.

Skills and Qualifications: Articulate in excellent written and verbal communication skills in English (and others if specified) Six months experience in customer facing role via inbound call center environment Computer proficiency with Windows software applications Demonstrated problem solving skills Accuracy in data entry Experience in an inbound phone-based support role, e-chat, or similar.

Familiarity with computer and web-based technology.

Desirable: Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems.

Ability to learn codes for automated and manual file systems Ability to multi-task, use personal judgment and utilize strong decision-making skills Solid attendance record required Education: High school education or equivalent.

To adequately perform the duties of the job individuals must possess a minimum of 6 months to 1 year general experience, or equivalent college level education.

These are Long Term Positions.

Job Requirements:
· Minimum 6-months to 1-year call center experience.

· Working knowledge of Microsoft Office programs (Word and Outlook).

· Must be able to type a minimum of 35 wpm.

· Strong interpersonal communication skills with both internal and external customers.

· Strong verbal and written communication skills are required.

· Ability to work flexible work schedules if needed.

· Willing to work overtime if needed.

· Ability to multi-task navigating multiple systems using dual monitors.

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