JOB SUMMARY
The Customer Service Support Specialist Tier I serves the company’s customers by providing product and service information and resolving product and service problems. Responsible for receiving and resolving telephone and e-mail inquiries using professional customer service skills and knowledge of itel services and procedures.
KEY RESPONSIBILITIES
- Convey a sense of delight and enthusiasm while communicating with customers via phone, email, or other forms of communication
- Determine the quickest, most effective way to answer a customer’s questions
- Communicate across departments as necessary and in compliance with inter-departmental expectation
- Research information using all resources to resolve inquiries or potential issues
- Document customer interactions and notify management of any trends
- Troubleshoot common issues with a product or service
- Escalate queries or concerns when applicable
- Follow up with customers to ensure that they are still satisfied and no outstanding issues
ROLE QUALIFICATIONS
EDUCATION & EXPERIENCE
REQUIRED
- Proven customer support experience
- Proficiency with general computer applications such as Microsoft Office, and ability to learn new software applications
- Personable and attentive
- Excellent written and verbal communication skills
- Excellent data entry skills
- Ability to multi-task, prioritize, and manager time effectively
- Flexible and dependable team player
PREFERRED
- High school diploma, with some college or degree
- 1+ years of Customer Service experience
KEY COMPETENCIES
- Results-Oriented: ability to plan, schedule and organize professional schedule to achieve strategic goals within or ahead of established time frames
- Adaptability to Change:ability to be flexible and supportive, react swiftly to and able to positively and proactively assimilate change in rapid growth environment
- Interpersonal Communication:ability to choose a communication behavior that is both appropriate and effective for a given situation; the ability to understand and manage your own emotions, as well as recognize and influence the emotions of others
- Team Orientation and Collaboration: ability to successfully build and maintain collaborative relationships to work effectively together as a team through shared responsibility, respect, and empathy to complete a shared goal for a common good
- Accountability: ability to act with a clear sense of ownership; takes personal responsibility for decisions, actions, deliverables, and failures; establishes clear responsibilities and processes for monitoring work and measuring results; embraces experimentation, creativity, and positive change
- Cultural Competence: ability to understand and respect values, attitudes, beliefs, and mores of the member that differ across cultures, and to consider and respond appropriately to these differences in planning, implementing, and evaluating health programs and interventions.
WORKING CONDITIONS/EQUIPMENT USE
Work is performed indoors in a typical office environment - not substantially exposed to adverse environmental conditions.
Must be able to lift up to fifteen (15) pounds
Frequent use of office machines to include telephone, computer, and printer
