Job description

Tittle: Customer Service Representative

Location: Blue Ash, OH (Day 1 Onsite)

Type: Contract

Job Responsibilities

• Ensure that all customer escalations and complaints are managed to excellent professional standards and within Client terms and policies.
• Receive inbound contacts calls and complete outbound contacts (callbacks, responses, etc.) to ensure that all queues are maintained, and all service levels are met. Maintain personal and team accountability for productivity and efficiency.
• Demonstrate ownership of customer issues and work proactively with client business units, partners and vendors to manage issues through to a complete resolution in a timely manner.
• Demonstrate sound negotiation, problem-solving and conflict resolution skills by working to resolve issues within your own authority and parameters whenever possible, while utilizing sound judgment to understand when it will be both effective and necessary to escalate to a higher authority.
• Demonstrate the ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting and analyzing systematic issues and recommending solutions to improve processes and products.
• Advocate as the “voice of the customer” to client. Proactively make recommendations to address the root causes of escalations and complaints by leveraging escalation contacts and processes.
• Understand current business processes and tools that impact our customers and work with the manager and the necessary owners internally to resolve any issues and fix processes.
• Share information and knowledge with other team members to recognize and reduce the number of repeated issues.
• Capture all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained.
• Follow escalation and complaint procedures in order to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of actions taken to resolve issues.
• Utilize appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure which caused frontline efforts to fail.
• Support client employees and executives with resolving customer issues.
• Maintain contact with all other relevant customer groups within client to ensure support for resolution of customer issues, consistency of approach and smooth cross-department cooperation.
• Actively participate in ensuring that client knowledgebase is up to date.
• Participate in team meetings, discussions and other activities as required in order.
• Perform other duties as assigned.

Job Requirements

• 3+ years of customer service experience required.
• Previous corporate escalations or higher tier experience desired.
• Exceptional verbal and written communication skills.
• Ability to communicate effectively with all levels of management and company personnel.
• Exceptional problem-solving skills.
• Highly effective organizational skills.
• Demonstrated negotiation and conflict management skills.
• Proficiency in MS Outlook, Word, PowerPoint and Excel skills required.
• Proven success working in a collaborative team within a fast-paced, highly visible, customer-centric and focused environment.
• Ability to work seated for a prolonged period of time.
• Ability to work independently and follow directions related to your job with little follow-up by your manager.

Job Types: Full-time, Contract

Benefits:

• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday

Experience:

• Customer support: 2 years (Required)

Willingness to travel:

• 100% (Required)

Work Location: One location

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