Russell Tobin's client is hiring a Customer Service Specialist to work in Grants Pass, OR
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Employment Type: Contract/Onsite (possible Hybrid)
Pay rate: $16/hr.
Responsibilities:
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Develop a strong knowledge of our product portfolio and procedures
- Demonstrate 100% follow through in every commitment in an effort to provide one call resolution.
- Process customer orders by phone or emails in a courteous, efficient, timely manner with minimal errors.
- Properly document customer complaints and concerns immediately and facilitate satisfactory resolution.
- Communicate effectively with leaders including the Customer Service Supervisor & Manager. Communications include updating them regularly to guarantee customer expectations are met and any problems or issues are addressed in a timely and professional manner.
- Regularly attend and participate in team meetings.
- Give excellent Customer Service to our accounts.
Other duties as assigned by Manager. Specific Duties:
- Provide quality customer service by answering incoming customer calls and entering orders, responding to customer questions/concerns
- Communicating with customers through various channels (Phone, email, chat)
- Effectively communicate additional promotions and services we offer.
- Engage with clients in a friendly and professional manner while actively listening to their concerns
- Offer support and solutions to customers in accordance with the company's customer service policies
- Identify customer questions, complaints, concerns, and respectfully and professionally provide sufficient answers and solutions to all customer queries
- Redirect customers to appropriate departments and teams when necessary and follow up with callers on complaint/question status, ensure resolution
- Collaborate with team members and other company departments to ensure overall customer and product satisfaction
Goals:
- Quality Assurance – 90% Rating on calls/emails/chat interactions
- Transactions Per Hour – 8 Transactions per hour worked (6 for chat)
- Accessibility – 85% Availability, minimize unnecessary off line time
- Answered Interactions– 99% of Interactions are answered
- Attendance – Compliance to the attendance policy
- Development & Training – Completion of training and action steps
Specific Skills needed:
- Type min of 35 wpm 10 key by touch Able to communicate via email or chat in professional manner Able to multi task.
Benefits that Russell Tobin offers:
Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.
