To provide accurate and timely phone, email and chat support to our customers with product information, program parameters, technical support, methodology and data relative to Runzheimer’s products and services. The primary objective is to project a professional image to our customers using all quality standards and criteria.
Essential Duties & Responsibilities
Answer customer inquiries via phone, email and chat using all quality criteria.
Track phone, email and chat inquiries accurately.
Listen for Voice of Customer leads for service add-on opportunities.
Consistently meet monthly team average for phone/email productivity and call time metrics.
Process customer data entry accurately each month with a minimum of 20 documents received via email, fax or upload.
Resolve customer support related issues and provide customer with accurate solution via the proper knowledgebase/troubleshooting/escalation/internal support processes.
Complete other assigned special projects and administrative tasks.
Associate Degree (or relevant business experience)
1 year experience with extensive customer interaction preferred
Highly detailed and accurate
Demonstrated excellence in meeting customer needs
Excellent interpersonal skills and able to work as a member of a team
Ability to effectively manage dissatisfied customers with diplomacy and tact while maintaining a calm demeanor for subsequent customers
Exceptional verbal and written communication skills
Ability to thrive in a very structured and fast-paced environment during periods of high call volumes
Able to work flexible shifts between 7AM and 6PM Central Time with possibility of varying hours/days of operation
Able to work in excess of 8 hours per day if necessary on a periodic basis to complete responsibilities
French and/or Spanish fluency a plus
PC proficiency using Microsoft Office
Unscheduled and scheduled time off is minimized when it would conflict with the effective performance of job responsibilities
Equal Opportunity Employer
Runzheimer International - 2 years ago