Job Description
The Customer Service Representative is the “face” of the Digital Media Services client experience for non-assigned accounts and is accountable for the complete resolution of these customer’s complaints for all digital products. The objective is simple, to resolve our customer issues by working effectively with customers and internal teams within Digital Media Services and to effectively address root cause issues to retain our customers.
The primary responsibilities of this position are Classical Customer Service which involves inbound phone calls, hands on correction and/or facilitation across multiple departments for issue resolution; and proactive Client Review for Non-Assigned Accounts where we inspect and assess product performance quarterly, facilitate corrective actions to ensure satisfactory product performance and provide the client a summary of performance.
The Customer Relationship Specialist will maintain a professional image of our company, products and services with these accounts and ensure a satisfactory level of product performance and customer satisfaction
ESSENTIAL FUNCTIONS:
CLASSICAL CUSTOMER SERVICE
- Responsible for answering all incoming phone calls from the Customer Service 800 line. Includes but is not limited to customer complaints, concerns, revisions and credits.
- Responsible for evaluating each customer concern to determine the appropriate solution. The Customer Relationship Specialist will have latitude in determining solution and providing dollar based credits to resolve customer issues within their authorization limit.
- Responsible for triaging all phone calls, personally resolving issues and handling product changes where possible or tracking and monitoring issues across other departments (Customer Experience, IMS and Finance) concluding with a call to the customer with resolution to outstanding issues.
- Makes recommendations and provides guidance in the resolution of all account issues originating from either in-bound customer calls or requests from other internal work groups (sales, account maintenance, etc.) including but not limited to payment, collections, product performance or any other customer concerns.
- Coordinates and manages workflow with other internal work groups to ensure timely completion for any and all changes needed to improve client’s performance.
- Performs audits on all customer service claims to ensure accuracy and quality, as well as provide feedback to various internal work groups contributing to the overall customer experience.
- Ensures compliance to department/company policies and procedures related to resolution of customer claims.
- Monitors and responds to emails received at “generic” company email addresses.
- Receives, handles, and redirects all incoming Customer Service mail.
- Contacts each customer to review the resolution of their claim to ensure positive customer experience.
- Actively works to convert customer cancellation requests to retained accounts. Seeks to understand underlying issues and bring about resolution. Forwards unresolved requests to Account Maintenance group.
CLIENT REVIEW
- Inspects and assesses products for non-assigned customer accounts (e.g. < $600 annual spend) on a quarterly basis.
- Inspects and assesses to ensure products are working properly. Takes steps to correct non-performing products or triages issues to other departments with tracking to ensure resolution. Makes attempt to contact customer to review product performance.
- Performs other related duties as assigned.
EDUCATION/EXPERIENCE:
College degree preferred. Minimum of one to three years of previous customer service or administrative support experience is strongly desired.
KNOWLEDGE/SKILLS:
- The incumbent/candidate must have a detailed work ethic, be enthusiastic, committed, proactive and resourceful; can be counted on to get the job done. Must be able to communicate effectively with customers, as well as diverse groups of individuals including all levels of employees and management. Must have strong interpersonal skills and be very customer focused. Must have excellent written and verbal communication skills.
- Computer skills are mandatory for this position including a high level of proficiency using the Internet, Microsoft Word, Excel and PowerPoint.