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Customer Service Representative

SANTA ANA-92711, CA, US
10/09/2020

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Required Skills

MS Office skills

Company

Infinity Consulting Solutions, Inc

Experience

1 to 3 Year(s)

Job Description

CUSTOMER SERVICE REPRESENTATIVE

Santa Ana, CA

What You’ll Do:

Interfaces with customers to resolve 1st and 2nd tier/escalation customer service
calls/queries/problems.

Verifies contacts and account information.

Examines customer problems and implements appropriate corrective action to respond to customer requests.

Escalates queries/requests for action as appropriate to Supervisor and/or Field locations for immediate action.

Maintains and creates logs, reports, records and files.

Investigates, analyzes, coordinates and tracks complex customer issues and problems.

Makes proactive calls to determine accounts requiring close attention, identifies problems and works
through to resolution.

May interface with offshore call center to answer questions on process or specialized situations

May prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments.

May do order fulfillment. Receive orders, reconcile information, track on spreadsheets, and follow up with customers.

Calls and issues are predominantly routine, but may require deviation from standard screens, scripts and procedures.

May assess needs and suggest/promote alternative products and services.

Follows established company/department guidelines/procedures and may make recommendations to department policies and procedures.

Errors are easily detected and corrected but may cause moderate loss of time or customer/user dissatisfaction.

Coordinates with other functions/departments as required.

Skills/Experience Needed:

1-2 years related experience

General knowledge of company products and customer service activities.

Proficient MS Office skills

Must be able to navigate a computerized data entry system or other relevant applications.