Customer Service Representative
Harmony Information Systems, Inc. - Reston, VA

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Harmony has an immediate need for a Customer Service Representative (CSR). Hard working, organized, and previous CSR experience will be keys to success with Harmonys customer care organization. In this role, the Harmony CSR will be responsible for ensuring Harmonys customers receive the care, training, and support they need to effectively utilize a wide-range of Harmony products. The CSR will be required to solve problems and investigate/resolve a wide variety of issues and customer requests that will include gathering information, setting expectations, and working with other internal departments to ultimately resolve each issue to the customers satisfaction. Additionally, the CSR will be expected to fully document each customer interaction within the ticketing system and will route, maintain, and track outstanding support requests and provide thorough follow-up. The CSR will be held accountable for the successful resolution of all customer requests.

Primary Responsibilities:
Answer incomingcalls accurately, efficiently, and within service levels

Listen andrespond appropriately to customer inquiries

Comprehensive documentation for every customer interaction within the company ticketingsystem

Excellent attendance is critical to the success of supporting our products and overall business

Use activelistening, probing, play-back, and style-matching skills to evaluate the customersneeds

Perform comprehensive troubleshooting on customer issues including datacollection, issue recreation, reviewing documentation or asking internal subject matter experts

Focus on providing the customer continuous status updates throughout theremediation process

Educates the customers on features, benefits, and use of all company products andservices

Ensures qualityservice through accuracy and the commitment to first-contact resolution

Represent Harmony in a professional and positive manner at all times

Demonstrate courtesy and patience in customer relations

Performadditional duties such as special projects, customer outreach campaigns,participate in customer user groups, etc as assigned

Keep management informed of problems/concerns that could potentially diminish serviceeffectiveness

Ability to work overtime as needed

Other duties andresponsibilities as assigned

Minimum experience:
Experience in a customer service or call center position, handling inbound telephone callsand direct customer interaction.

Bachelor Degreestrongly preferred

Excellent verbal and written communication skills including grammar and voice quality.

Customer serviceknowledge with problem resolution skills

Accuracy andattention to detail required

Strong technical aptitude with preference given to those with strong Microsoft Windows andSQL Server Database skills

Ability to work under pressure accomplishing multiple tasks simultaneously

Ability to work independently and as a team player

Willingness tofollow departmental policy and procedures

Must be able towork a flexible work schedule, with some holidays and overtime required

Positive attitude, enthusiasm, professionalism and a high level of integrity and ethics.

Experience withNetSuite a plus.

Perform other duties as assigned by management

This is shift based work so flexibility to adjust work schedule between 8:00am 9:00pm on an infrequent basis is required.

Harmony provides equal opportunity in employment to all employees and applicants for employment. No person will be discriminated against in employment because of race, religion, color, sex, sexual orientation, age, national origin, disability, military status, or any other characteristic protected by applicable federal or state law. HarmonyIS is a drug-free workplace. Employment is contingent on results of a criminal background investigation. Harmony uses e-Verify to confirm work status.