Customer Support Representative II

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Job description

Position:- Customer Support Representative II
Location: - 100 % Remote
Duration:- Long term

• Note: Looking for a resource who is having a call center or support experience.

General Summary:

• Minimal supervision, provide education and assistance to internal and external customers in a manner that support the achievement of ***?s satisfaction, growth and operational excellence goals

Essential Functions:

• Online purchasing & e-Commerce knowledge? Internet knowledge? Payment processing/payment collections? Eligibility verification? Order Status, Shipping Status, and Stock Availability?
• Accurate completion of necessary documentation, letters, and forms processing .
• Demonstrate confidence and skill in guiding Customers in arriving at solutions that are supportive of strategic initiatives.
• Identify and analyse trends and communicate to appropriate business partners. Suggest necessary corrections, changes or solutions. Appropriately elevate situations that could have broader customer or business impacts.
• Utilize in-depth knowledge of policies, procedures, medical terminology, telephone and writing techniques.
• Remain current on all changes to policy, procedure and product information to accurately and consistently respond to inquiries.
• Maintain and organize correspondence to ensure consistent, accurate and professional responses. Recommend updates to on-line knowledge management tools to clarify policy and procedures when conflicting information exists. May make recommendations or create new content.
• Assist leadership staff in providing coaching and policy or procedural support to CSRs Document performance opportunities acquired through escalated calls or frequent agent interactions, (compliments/complaints/coaching opportunities), and provides to appropriate Supervisor Contingent on the LOB, may create and manage assignments of monthly audit inventory Contingent on the LOB, may assist in the functions around complain and grievances, such as monitoring compliance, reporting, etc. Contingent on the LOB, may assist in Identifying technical issues through problem duplication and manipulation of customer data to provide details to the software development team for product correction and improvement May be required to utilize multiple hardware and software tools to troubleshoot a variety of issues Job Specifications Typically has the following skills or abilities:
• Two to four years customer service experience handling complex issues in a high volume environment One year taking ACD calls within a call center environment Available to work any shift, including weekends, holidays, and/or overnight Demonstrated effective written communication skills including business writing, grammar, punctuation in order to correspond with customers via letter, email and webchat
• Demonstrated ability to work independently and within a team with minimal supervision; takes initiative to effectively carry out responsibilities
• Demonstrated ability to effectively coach and communicate with all levels of employees; possesses strong interpersonal skills
• Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made verbally
• Demonstrated ability to learn, support change management and assimilate new information quickly
• Excellent problem solving, critical thinking and effective negotiation skills Ability to work at a computer 90% of the time Ability to work within multiple complex systems to extract information needed to support customer sIf this position acts as a third party administrator (TPA) for processing payments, then candidates will be subject to a credit check Working Conditions

Job Specifications:

• Technical support experience needed to be successful in this role. In bound customer/technical support.
• Must be able to maintain professional phone demeanor assisting customers with technical support issues.
• Call center or support experience a must.
• This is an inbound support role, candidate should have in bound support experience preferably in a professional role.
• The below are good to have, but not required Working knowledge of the following Salesforce CMS1500 Call Center.

- provided by Dice