Customer Service Representative
Full-Time
Job Description
- Provide customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues.
- Escalate more technical product-related issues to proper product support department.
- Process a high volume of consumer inquiries about products and services and resolves a targeted percentage of those inquiries.
- Troubleshoot customer issues, identifies root cause of the issue and uses tools and resources to determine how to resolve the customer issues.
- When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solutions and expand overall knowledge.
- Track and document inbound support requests and ensures proper notation of customer issues.
- Update customer information and ensures accurate entry of contact information.
- Meet standards of job, such as quality standards, adherence to schedule and average handle time.
- May provide guidance and/or mentoring to less experienced peers.
- Other related duties assigned as needed.
What We offer:
- Hourly rate, generous flexible vacation policy, and 401k
- Paid training, coaching, development and career planning
- Medical, dental, and vision benefits; EAP, health and wellness programs, and more
- Tremendous development & advancement opportunities – 80% of our frontline leaders have been promoted!
- Employee Discounts
- EAP & Health and Wellness programs including a personal trainer dedicated to Sutherland
We will provide all equipment, and we ask you to provide reliable, hard-wired internet service and a quiet, distraction-free place to work.
Qualifications
Educational Requirements
High school diploma or GED
General Knowledge, Skills & Abilities
- At least one year of call center experience
- At least one year of customer service experience
- Excellent customer service skills that build high levels of customer satisfaction
- Excellent verbal and written communication skills
- Computer navigation and operation skills
- Demonstrates effective people skills and sensitivities when dealing with others
- Ability to work both independently and in a team environment
