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Client Service Representative in Andover, MA at Staffing Now

Date Posted: 9/11/2019

Job Snapshot

Job Description


Client Service Representative is responsible for responding to inquiries submitted to the support team via phone and email.

Responsibilities

  • Consistently provide an outstanding level of high quality customer service
  • Always be aware of the call queue to ensure calls are being answered within the appropriate amount of time based on Service Level Agreements (SLA) of less than two minute wait times
  • Work with internal staff, including Supervisors and Team Leads to assist in determining resolutions to inquiries
  • Disposition every support response with the appropriate Reason Code for reporting purposes
  • Properly escalate issues requiring additional action by the Client Management team
  • Attend and actively participate in team meetings and/or training sessions
  • Adhere to company policies and procedures
  • During peak volume periods, Employee Giving Support and Call Specialists may be expected to work non-standard hours in order to complete tasks


Education/Experience:

  • High school diploma or GED
  • At least 5 years of prior support/customer service center experience
  • Prior management or supervisory experience, preferably in a Contact Center environment
  • Superior customer service skills
  • Strong written and verbal communications skills
  • Computer proficiency



Knowledge, Skills and Other Abilities:

  • Organizational and time management skills
  • Conflict resolution skills
  • Attention to detail
  • Caring and courteous
  • Ability to articulate a clear and accurate response in a professional manner
  • Knowledge of ZenDesk is a plus
  • Knowledge of MS Excel is a plus
  • Knowledge of SQL is not required but is a plus



Schedule is 40 hours per week.
Typically employees work the same schedule every day of the week, either:

  • Shift 1: 8:00AM to 5:00PM with a one hour break for lunch
  • Shift 2: 9:00AM to 6:00PM with a one hour break for lunch

One night a week person needs to work 11a to 8p

Please email knaples@staffingnow.com if you have interest in hearing more about this role