Customer Service Representative
Company: Coast Professional
Location: Rochester
Posted on: September 18, 2023
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Job Description:
Description
Job type
Number of openings for this position
Benefits
401(k)
401(k) matching
AD&D insurance
Dental insurance
Disability insurance
Employee assistance program
Employee referral program
Health insurance
Life insurance
Paid sick time.
Paid time off
Paid training
Vision insurance
Location
Job Summary The Customer Service Representative (CSR) works under
supervision and follows specific procedures and detailed
instructions in handling incoming and outgoing calls,
questionnaires, and/or communications. The CSR will complete all
data entry while actively communicating with the customer and, at
times, may use independent judgment to further assist the customer.
Reviews input/output data to verify completeness, accuracy, and
conformance to quality standards and specifications. Maintains
production records. Classifies and codes data to be entered.
Verifies, and identifies and corrects errors. Tracks documents
received and completion dates in a log. Performs clerical and
related office tasks as assigned, such as maintaining records of
work received and work performed. Job Duties and
Responsibilities
Handling incoming and outgoing calls with patience, tact, and
Enter information into computer database as required, while
following instructions and conducting a scripted
Attend meetings and trainings to maintain current client
information on regulations, policies, and procedures.
Escalates calls to supervisor when necessary and
Adheres to client-specific policies including, but not limited to,
confidentiality and privacy.
Tracks call-related information for auditing and reporting
purposes
Provides feedback on call issues related to downtime and/or
training issues.
Contribute positively to a work environment that is flexible,
adaptable, and team based.
Provide, receive, and seek feedback in a positive manner to
encourage team building.
Participate in the development and attainment of team and
operational goals.
Be respectful and courteous while working in a fast-paced work
environment.
Maintain a positive attitude about workloads and expectations.
Prioritize workloads to ensure timeliness and quality
standards.
Security Information and Physical Security is the responsibility of
every employee. In your position you are required to safeguard the
computer systems by following proper username and password
management which includes selecting challenging passwords and
committing them to memory, they should not be written down or
stored where others can freely have access. This also includes
securing your desk and workstation when you are not there. This
includes locking your session and putting sensitive paperwork away
when not physically at your desk. You are not to share your
username or password with anyone. The physical security of our
offices of are equal importance, never shadow or let someone shadow
your entry into a Coast Professional, Inc. facility. If this occurs
quickly report this action immediately. You are required to follow
all Information Technology policies and procedures regarding the
management of your system accounts and equipment. If you witness
any security violation you should immediately report it to
management. Qualifications Education
Experience
3-months or more experience in a call center or customer service
environment preferred
Previous experience with computers, phone systems, and headsets
preferred.
Knowledge, Skills and Abilities
Reading and Typing
Working knowledge of modern office procedures, methods, and
computer equipment
Proficient in the use of Microsoft Office Products.
Ability to speak and read English clearly, professionally, and
fluently.
Proficiency in languages other than English a plus
Excellent communication skills
Principles and practices of customer service.
Establish a good working relationship with team members and
internal contacts in order to maintain and continuously strive to
improve the level of overall service being provided.
Good organizational skills and attention to detail.
Ability to comply with rules, regulations, laws and methods as
related to the position.
Work independently in the absence of immediate supervision.
Ability to handle and resolve recurring problems.
Successfully complete and pass the any client required
trainings.
Clearance As a federal contractor, this position may require
security clearance granting access to classified information. The
background investigation is conducted by the Office of Personnel
Management (OPM) and is an evaluation of the whole person to
determine suitability. The suitability review begins after a
conditional offer of employment has been accepted and will include
a review of your employment, education, residences, references,
criminal history and credit, as an example. Some of the most
important factors in an investigation are the individual's honesty,
candor, and thoroughness in the completion of their security forms.
In rare instances, non-U.S. citizens with highly specialized skills
and experience may also be considered for the security clearance
process. Working Conditions The physical demands described here are
representative of those that must be met by an employee to
successfully perform the essential functions of this position.
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions. The employee is
regularly required to talk or hear. The noise level in the work
environment is usually moderate. Specific vision abilities required
by this position include close vision, distance vision, color
vision, peripheral vision, and the ability to adjust focus. The
employee frequently is required to use hands or finger, handle, or
feel objects, tools or controls. The employee is occasionally
required to stand; walk; sit; reach with hands and arms. The
employee will be sitting at a desk and working on a computer for
prolonged periods of time. Must be available to work any shift.
Shifts may be Monday - Sunday, with hours of Operation from 8am -
12am EST. May be required to work scheduled holidays and overtime
may be required. Disclaimer This job description reflects
management's assignment of essential job functions but is not
intended to be a comprehensive list of all activities, duties and
responsibilities required by the job incumbent. Nothing in the
herein restricts management's right to assign or reassign duties
and responsibilities to this job at any time. This document does
not create an employment contract, implied or otherwise, other than
an "at will" relationship. Coast Professional, Inc. is an Equal
Opportunity/Affirmative Action Employer M/F/Vet/Disability. All
qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation,
gender identity or national origin.Qualifications
Education
Required
Equal Opportunity Employer/Protected Veterans/Individuals with
Disabilities
The contractor will not discharge or in any other manner
discriminate against employees or applicants because they have
inquired about, discussed, or disclosed their own pay or the pay of
another employee or applicant. However, employees who have access
to the compensation information of other employees or applicants as
a part of their essential job functions cannot disclose the pay of
other employees or applicants to individuals who do not otherwise
have access to compensation information, unless the disclosure is
(a) in response to a formal complaint or charge, (b) in furtherance
of an investigation, proceeding, hearing, or action, including an
investigation conducted by the employer, or (c) consistent with the
contractor's legal duty to furnish information. 41 CFR
60-1.35(c)
Keywords: Coast Professional, Rochester , Customer Service Representative, Hospitality & Tourism , Rochester, New York
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