Job Information
Goodwill of the Finger Lakes Customer Service Rep II in Rochester, New York
SUMMARY:
Provide outstanding customer service in a contact center operation, with proficiency in handling inbound & outbound calls for assigned account/contract. Complete customer order requests and fulfillment, data entry, maintain customer database, research and resolve customer problems. Conduct product satisfaction and customer surveys; follow-up with customers accordingly.
Core competencies needed to be successful in this job include: Dealing with Ambiguity, Compassion, Composure, Customer Focus, Excellent written and verbal communication skills, Ethics and Values, Function/Technical Skills, Listening and Self Development
ESSENTIAL DUTIES AND RESPONSIBILITIES
Must be able to work assigned contract hours. Various shifts typically include hours during a timeframe of 8:00am to 9:00pm, seven days a week, and holidays.
Manage and respond to contract traffic (telephone calls, emails, faxes, etc.) using customer-oriented etiquette.
Address customer issues, assuring that contract service levels and objectives are met.
Demonstrated success with outbound calling
Greet callers, establish rapport, and project professional tone within established service standards.
Schedule and place follow-up calls/e-mails in response to customer inquiries, with little to no supervision.
Must be able to maintain strict confidentiality of sensitive information.
Process customer orders and initiate order requisitions.
Complete fulfillment and distribution of customer materials and documents.
Utilize prescribed software to document, process and/or track all customer data and follow-up.
Confer with departments or carrier personnel to expedite and/or trace missing or delayed shipments.
Work with Customer Service Team to attain serviceability improvement and process enhancements.
Contribute to the overall efficiency and effectiveness of the department and the organization by performing all other duties as assigned.
OTHER SKILLS AND ABILITIES:
Effective and professional interpersonal skills.
Working knowledge of computers, primarily Microsoft Office applications and internet browsers including Inter Explorer, Google Chrome, & Fire Fox.
Flexible and adaptable to change.
Ability to interact well in a team environment.
Must be self-motivating and dependable.
Able to multitask and support at least three independent contracts.
Have exceptional organizational skills.
Strong attention to detail.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed below are representative of the knowledge, skill and/or ability required.
EDUCATION and/or EXPERIENCE:
Associates Degree in related field preferred. Minimum of three years experience in customer service and/or Call Center industry.
Or an equivalent combination of education and experience.
LANGUAGE SKILLS:
Bilingual representatives speaking Spanish are strongly preferred.
Ability to clearly communicate concepts, processes and methods to enhance learning and skill building. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
MATHEMATICAL SKILLS:
Ability to gather and interpret statistical data. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
REASONING ABILITY:
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to use hands to finger, handle, or feel objects or keyboard and reach with hands and arms. The employee is occasionally required to stand, walk, and sit. The employee must regularly lift and/or move up to 10 pounds and may occasionally lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet.