Customer Service Representative
The Connection Contact Center Services - Jamestown, NY

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Summary: Manage customer care using a process that assures high quality, customer satisfaction, efficiency, and accuracy.

Essential Functions:
  • Treat coworkers, supervisors, clients, customers, and other associates with courtesy and respect.
  • Use professional ethics in carrying out job duties.
  • Portray a positive image of The Connection ® when representing the company.
  • Willingly assume additional responsibility to support team efforts.
  • Contribute appropriately to changing conditions of the company and react to change productively.
  • Report to work on time and as scheduled. Patterns of absences or tardiness are not acceptable.
  • Ensure all policies and procedures of The Connection ® are followed.
Detailed Duties and Responsibilities:
  • Create a positive, motivating, and safe work environment.
  • Work with client customers over phone or email, completing whole script accurately and within proper time frame.
  • Meet performance expectations through quality monitoring and call handling metrics.
  • Integrate and apply knowledge and skills acquired in formal and informal training.
  • Understand and actively support company goals through daily actions.
  • Maintain proper script etiquette.
  • Use professional customer service and/or sales skills to drive expected results for clients and company.
  • Perform 99% accurate data entry.
  • Use proper call escalation procedure at all times.
  • Complete customer service and/or sales paperwork as necessary.
  • Other duties as assigned.
Required Knowledge, Skills, and Abilities:
  • Type at least 20 wpm after corrections for error.
  • Demonstrated proficiency in reading, speaking, and writing in the language agreed upon at hire.
  • Proven problem solving ability.
Required Education, Experience, and Professional Certification:
  • High School Diploma/GED; there may be occasions, based on client demand, when this requirement is waived.
  • Previous sales or customer service experience preferred.