Job Description

Customer Service Representative

   COMPANY DESCRIPTION:

Our client provides high-speed, low-cost, mobile internet access to the anchors of communities: the nonprofits, schools, libraries, museums, and healthcare organizations that provide vital services to millions of Americans every day. With our broadband service, these organizations have an essential tool they need to fulfill their missions and maximize their philanthropic impact. Our anytime, anywhere connectivity allows them to access more, reach more, and help more in their communities.

POSITION SUMMARY:

 The Customer Service Representative will be a highly self-motivated individual capable of thriving in an entrepreneurial environment. Responsibilities include fielding phone calls, managing order/fulfillment processes, responding to customer inquiries, providing in-house Level I technical support to customers, and assisting with renewals, returns, and replacements for existing customers.

RESPONSIBILITIES:

·         Provide first-class customer service and maintain a high degree of professionalism in every interaction.

·         Respond to phone and email inquiries in a timely manner.

·         Understand company offers, products, and programs to make appropriate recommendations that match customers' needs.

·         Qualify new orders for completeness; oversee the process from placement of order to fulfillment.

·         Follow-up with assigned accounts to ensure a high level of service is being delivered.

·         Develop knowledge on Tier 1 Troubleshooting protocols to assist customers with basic technical support needs.

• Document all customer interactions (orders, returns, emails, calls, etc.) in Salesforce accurately and in accordance with established procedures.

·         Ensure all related Customer Service policies and procedures are adequately documented; assist with developing or revising policies as requested.

·         Assist with special projects upon request.

EDUCATION AND EXPERIENCE:

·         Associates degree or GED/High School diploma with equivalent work experience required.

·         1 – 3 years of professional experience in customer service-related work.

·         Experience in customer service in a technical environment is a plus.

KNOWLEDGE, SKILLS AND COMPETENCIES:

• Enthusiasm for and positive representation of the company's mission, goals, and culture.
• Motivated, proactive, and organized self-starter able to wear many hats.
• Strong interpersonal skills and ability to contribute to a collaborative team environment.
• Strong communication skills, both written and oral.
• Ability to remain professional under pressure and defuse escalated customer situations.
• Aptitude for making available technology options understandable.
• Ability to follow multi-level processes accurately and within standard timeframes.
• Demonstrated time management and prioritization skills with a high level of productivity and accuracy.
• Proficient with Microsoft Office Suite (Word and Excel). 
• Experience with customer relationship management systems (Salesforce) preferred.
• Experience with back office systems a plus (billing, call center, etc.)
• Bilingual (Spanish) a plus.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Work environment is an office environment.
• Must be able to sit at work station, concentrate viewing computer screens for extended periods of time.
• High utilization of office equipment, phone, computer, fax, etc.

The physical demands described are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

NOTE:  This job description is only a summary of the typical functions of the job and is not intended to be a comprehensive list of all job responsibilities, tasks, and duties. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.

Company Description

Your Complete Satisfaction is Our Number One Goal Since 1978, we have specialized in supplying temporary and direct hire staffing to Rhode Island corporations of all types - including banks, hospitals, manufacturing firms, colleges, professional and legal firms, and governmental agencies.