Customer Service Specialist
Location: Near Bonita Springs, FL
Schedule: Monday-Friday 8am-5pm with 1 hour lunch
Summary:
The Customer Care team supports company published support channels. This role responds to our customers in a timely manner, providing them a best-in-class customer experience in a multi-channel, fast-paced support environment. This role is responsible for solutioning all aspects of the inbound support request including but not limited to, rental process, cross/upsell, quote, reservations etc. in a timely, consistent, and quality manner.
Responsibilities:
• Accurately track all customer touchpoints according to established procedures in company CRM Salesforce
• Maintain established individual Key Performance Indicators regarding response time, ready time, quality etc.
• Provide consistent, efficient, and effective customer service in a multi-channel environment
• Coordinate and process all inbound requests in a timely, quality & consistent manner
• Identify and communicate escalation issues per established escalation policy
• Follow Quality Program guidelines to meet expected phone, email and chat performance
• Follow published attendance policy including established channel schedule
Qualifications
· 1-3 year(s) of customer service experience.
· High School Diploma/GED required.
· Type minimum 35 wpm.
· Basic knowledge of Microsoft Word and Microsoft Excel
· Ability to input information into computer systems.
Skills
· Team player
· Driven and competitive
· Values time management
· Dependability
· Listening skills
· Multi-tasking
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