We have an immediate opportunity for a Customer Service - Web Applications (Client Advocate) Representative to support our client, a large company located in the Omaha, NE area.
This position will provide world class service to Small Business customers by resolving customer inquiries through multiple contact channels, including phone and e-mail, as well as suggesting and providing relevant solutions to their on-line business needs. The successful representative will address and resolve customer inquiries to ensure first contact resolution. Additionally, the representative is responsible for making every customer interaction count through a relationship building consultative servicing approach that involves identifying opportunities to make every customer successful. Making every customer successful involves appropriately providing sales through service by recommending products and services that are best suited for the customer.
: Provide world class service to all small business customers in a customer centric environment
: Successfully resolve complex customer e-mail and telephone inquiries through the use of multiple customer support tools.
: Assisting customers with inquiries while providing consultative support and recommendations
: Document in detail all interactions with customers
: Effectively articulate complex information to a variety of technical and non-technical customers
: Educate customers on products. Help customers to be successful.
: Identify and evaluate opportunities to increase customer retention and satisfaction through the use of up/cross selling products and services.
: Successfully performs against department scorecard metrics including Quality Assurance, First Contact Resolution, and Customer Satisfaction Rating
Qualifications and Skills:
Must have prior call center experience
: World-class customer service focus and interpersonal skills
: 2-3 years previous success in call center service, or Internet company
: Proven ability to communicate complex technical problems in "customer friendly" language
: Proven ability to work in a high paced, nimble, and fluid work environment.
: Demonstrate superior troubleshooting skills with hardware and software applications in a PC/Mac environment, ability to think outside of the box and find creative ways to solve customer problems
: Experience in supporting Web Hosting and related technologies (Domain registration and administration, Hosting, etc.)
: A working understanding of e-commerce principles and support elements
: Intermediate knowledge of PHP, MySQL, HTML, Java
: Solid decision making skills
: Must demonstrate effective oral and written communication skills and the ability to work cooperatively with internal and external business partners
: Proven ability to work independently in a fast-paced environment.
: Intermediate knowledge of Microsoft Office suite, including Excel
: Well organized with the ability to multi-task and prioritize workload
: Schedule flexibility
: High School Diploma
: Knowledge of related business enterprise solutions a plus
: Previous experience in a B2B support model
: College degree
For immediate consideration please contact:
UpStream Global Services Division
Reply to: firstname.lastname@example.org
UpStream Global Services - 18 months ago