Customer Service Representative I
ABVI-Goodwill - Rochester, NY

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WORKING NEVER FELT SO GOOD! Make a difference in your community and join this cutting-edge non-profit Agency! Your responsibilities will be carried out to promote ABVI Goodwill's mission, vision, and values. Our mission is to prepare and empower people who are blind or visually impaired to be self-sufficient and contribute to their families and communities.

As a Customer Service Representative with ABVI-Goodwill, you will provide outstanding customer service in a 24/7 call center operation, with proficiency in handling inbound & outbound calls for assigned account/contract. Complete customer order requests and fulfillment, data entry, maintain customer database, research and resolve customer problems. Conduct product satisfaction and customer surveys; follow-up with customers accordingly.

Responsibilities:

Manage and respond to contact traffic (telephone calls, emails, faxes, etc.) using customer-oriented etiquette. Address customer issues, assuring that contract service levels and objectives are met.

Comfortable with cold calling (previous experience preferred).

Greet callers, establish rapport, and project professional tone within established service standards.

Schedule and place follow-up calls/emails in response to customer inquiries, with little to no supervision.

Must be able to maintain strict confidentiality of sensitive information.

Process customer orders and initiate order requisitions.

Complete fulfillment and distribution of customer materials and documents.

Utilize prescribed software to document, process and/or track all customer data and follow-up.

Confer with departments or carrier personal to expedite and/or trace missing or delayed shipments.

Work with Customer Service Team to attain serviceability improvement and process enhancements.

Education and Experience:
Associates Degree in related field preferred. One year experience in Customer Service and/or Call Center industry required. JAWS, Magic, ZoomText proficiency preferred, if applicable or combination of equivalent education and experience.
Ability to clearly communicate concepts, processes and methods to enhance learning and skill building. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Bilingual representatives speaking Spanish strongly preferred.

Other Skills & Abilities:

Effective and professional interpersonal skills.

Working knowledge of computers, primarily in MS Office applications.

Flexible and adaptable to change.

Ability to interact well in a team environment.

Must be self-motivating and dependable.

Able to multitask.

Have exceptional organizational skills.

Strong attention to detail.

Please note: If hired for this position, due to our Government Contract - Ability One requirements, you must be legally blind to be considered for this opportunity and provide documentation of legal blindness (testing for legal blindness is available through our agency).

We look forward to reviewing your credentials. We will contact those that best meet the qualifications listed above.

Thank you, in advance, for your interest in employment. EOE/AA

ABVI-Goodwill - 19 months ago - save job - block
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