Job Description

Title: Customer Service Rep. I

Duration: 3 Months

Location: Burlington, NC 27215

Working schedule: 1st shift | 8 am - 4:30 pm M-F; 1/2 lunch

Summary:

• The main function of a call center/customer service specialist is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
• A typical customer service specialist is responsible for determining the client's issue, offering possible solutions, or providing follow-up as needed.
• Customer service agents may be inbound, outbound, or a combination of both.
• As a Switchboard Operator / Receptionist, you will manage a computer-based telephone switchboard to route both incoming and outgoing calls. You will also be the first point of contact for visitors, ensuring they are directed to the appropriate location or notifying staff of their arrival.

Job Responsibilities:

• Resolve customer service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
• Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
• Refer unresolved customer grievances to designated departments for further investigation.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Operate a computer-based Akkadian Console switchboard, routing calls efficiently.
• Maintain a professional and welcoming demeanor in all interactions.

Skills:

• Verbal and written communication skills, attention to detail, customer service skills, and interpersonal skills.
• Ability to work independently and manage one’s time.
• Ability to accurately document and record customer/client information.
• Previous experience with computer applications, such as MS Outlook or data entry software.
• Knowledge of switchboard operations is preferred, but general telephone experience will meet the requirements.
• Ability to navigate between multiple computer applications is essential.
• Strong listening and communication skills.
• Clear, concise, and professional verbal communication.
• Friendly, courteous, and professional demeanor in phone conversations and in-person interactions.

Education/Experience:

• High school diploma or GED preferred.
• Good communication skills
• 0-2 years’ customer service-related experience required.
• 1-2 years of experience in telephone operations or similar roles.

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