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Senior Customer Service Representative-Training - Syracuse

Senior Customer Service Representative-Training - Syracuse

Ad id: 1711176917388765
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Job Description SUMMARY OF POSITION Under general supervision, trains customer service representatives on multiple calling queues in a call-center environment, including processing of live credit card payments, entering registration information into database, and inputting of accurate student and class records. In addition to following script protocol, trains customer service representatives to follow call script protocol(s). Ensure customer service excellence through consistent training on call reviews, completion of the CSQ quality sheets and recommended training, as well as attainment of established phone metrics. Communicate verbally and in writing with customers to resolve difficult problems and inquiries relative to the assigned programs when necessary and models this etiquette to customer service trainees. Use customer contact information and analytical skills to recommend change management tactics to management. KEY RESPONSIBILITIES AND DUTIES Answer incoming telephone calls from multiple calling queues in a fast-paced, call-center environment. Listen effectively to what the customer requires and provide quality customer service with first call resolution goal; meet all the customer\'s needs. Follow call script protocol at all times. Register students into classes with a high level of accuracy, ie repeating names and other pertinent information. Maintain exceptional data integrity at all times when entering or updating customer data. Assure proper customer notes are documented. Handle calls efficiently while maintaining excellent customer service. Maintain acceptable levels of various phones metrics, including but not limited to call quality score, ring no answer percentage and average handle time. Place outgoing calls to customers as needed around class cancellations, schedule audit, problems with enrollment, to obtain necessary file corrections, etc. Update system while maintaining data integrity and follow procedures for tasks that need to be completed that are in conjunction with call resolution ie out of state procedures. Respond to customer email as required using proper and professional formatting, grammar and spelling. Handle difficult customer phone calls finding the best possible solution for the customer. Take all necessary steps to avoid call escalation. Diffuse problem callers through empathy and training tactics. Communicate verbally and in writing with customers to resolve difficult problems and inquiries relative to the assigned programs when necessary. Review call quality monitored phone calls and complete evaluation form addressing issues and areas of improvement through training and resource research. Responsible for safety as outlined in the Safety Manual. Follows safety policies and practices specific to job/position and level. Provides administrative, project, and clerical support to management or as may be assigned by Supervisor. Serves as substitute for other department staff as required. Qualifications EDUCATION AND EXPERIENCE High School Diploma/GED is required. Associate\'s Degree is preferred. Work Experience: Minimum three years previous work experience in a Call Center business environment strongly recommended. Strong customer service orientation required with ability to follow defined call scripts & protocol. Prior training experience in presentation or side-by-side mode a must. Good oral and written communication skills. Accuracy with input a must with strict attention to data integrity. Must be a self-starter with ability to work independently in an extremely fast-paced environment. Beginner to intermediate Microsoft Office skills necessary; in particular with Word & Excel. 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to stand and talk or hear. The employee is frequently required to sit; use hands to finger, handle, or feel and stoop, kneel, crouch, or crawl. The employee is occasionally required to walk and reach with hands and arms. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.Source:

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Last Updated on: March 18, 2018
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