The position of Customer Satisfaction Representative is responsible for making and receiving customer service calls while maintaining a high level of customer satisfaction with a goal of increasing revenue. Customer Satisfaction Representatives are assigned specific accounts and are expected to reach established retention and upsell goals. Representatives will also initiate follow-up calls to customers and provide overall support. Representatives may receive training and direction from the assigned Associate Team Lead, Team Lead, or Senior Team Lead Customer Satisfaction Representative.
ESSENTIAL JOB FUNCTIONS
While meeting defined metrics for quality & quantity of calls and order processing and maintaining confidentiality of customer data:
- Fields incoming customer calls and email inquiries
- Assesses the nature of the customer inquiries and provides response and assistance in a timely manner, ensuring follow-up is completed and may refer or seek assistance from a more experienced CSR and/or Team Leaders
- Initiates outbound calls and email in a friendly and professional manner
- Using the internal CRM system, documents all calls, sets follow up calls, tracks opportunities, creates cases, and assigns tasks, as needed
- Checks quality of work to verify changes are correct for first time run rate and customer satisfaction
- Takes and submits orders
- Based on good knowledge of all assigned products, learns to offer and upsell products and services to current customers and assigns referrals to Sales when necessary
- Develops and manage customer accounts with a focus on growth and maintenance of a strong working relationship with assigned parishes, dioceses, and schools
- Follows up on customer leads from current customers and refers leads for new accounts to the appropriate Sales Representative
- Assists Sales Representative with defined tasks
- Continual focus on process improvements to maintain high quality
- Identifies customer retention concerns and works with more Senior CSR’s to address them.
- Learns to process quotes and mergers with more senior reps
- Train and begin to handle Online Giving Level 1 calls with assistance, if applicable
- Identifies and communicates important customer feedback to members of the management team
Perform additional duties as deemed necessary by supervisor
Required Skills
- Proficiency with Microsoft Word, Excel and Outlook
- Ability to perform proficiently and accurately on the keyboard
- Use proper business etiquette in working with internal and external resources to build and maintain strong working relationships and trust
- Strong verbal and written communication skills
- Ability to organize and prioritize tasks
- Proven ability to make decisions based on knowledge of what is good practice by using set precedents and operating guidelines
- Well-developed problem solving and analytical skills
- Strong attention to detail for composition of communications, entering data for orders, call tracking and documentation
- Strong teamwork orientation and collaborative skills with customers, peers and management
- Ability to meet deadlines and achieve quotas
- Ability to manage time effectively
- Must be able to communicate with clarity (verbal and written)
Required Experience
- 1 year of customer service experience required
- 2 to 3 years customer service experience preferred
- 1 to 3 years of previous sales experience preferred
- Familiarity with CRM systems/software preferred
- 1 to 3 years working experience in a call center environment is preferred
EDUCATION
- High school diploma or equivalent is required
- Associates degree in related field and/or equivalent work experience is preferred