Customer Service Representative

Description

Job Overview

Customer Service Representative ensures customer expectations are accurately determined and fully met. The Customer Service Representative may be assigned to support specific customers or areas.

A Day In The Life
• Respond to customer inquiries by telephone or e-mail to provide non-technical problem resolution
• Work with customers to complete the online process of selecting benefits, including answering questions about completing the process, verifying submission of benefit selection, and assisting with completion
• Perform data entry and information searches in a customer management system
• Research and resolve mostly routine and some non-routine, more complex customer problems and inquiries, and provide information to customers regarding requests and inquiries regarding employee programs and benefits
• Analyze a customer's service needs and refer to other service or technical departments for follow-up as needed
• Building and maintaining customer relationships, de-escalating customer issues, and escalating to the proper person/department as needed
• Keeping clear up to date records and documentation
• Assisting customers with basic technical questions
• Attend meetings and training sessions as requested
• respond to and resolve routine, technical customer problems and inquiries related employee benefits

What will help you thrive in this role?

Education & Experience:
• High school diploma or GED required / college degree preferred.
• Minimum 3-5 years previous customer service experience.
• Experience in a manufacturing or made to order business environment preferred.
• International account/export compliance knowledge a plus.

Skills:
• Strong verbal and written communication skills necessary
• Strong Microsoft Office Suite skills/experience
• Problem Solving and Prioritization
• Account/Project management
• Multi-Tasking

Qualifications

Qualifications

• MUST BE A DC RESIDENT
• Minimum 3-5 years previous customer service experience
• Strong verbal and written communication skills necessary
• Problem Solving and Prioritization
• Account/Project management
• Multi-Tasking

Responsibilities

• Customer Service Representative ensures customer expectations are accurately determined and fully met
• The Customer Service Representative may be assigned to support specific customers or areas
• Manage customer inquiries via phone and email 
• Building and maintaining customer relationships, de-escalating customer issues, and escalating to the proper person/department as needed
• Keeping clear up to date records and documentation
• Assisting customers with basic technical questions
• Attend meetings and training sessions as requested
• Other duties as assigned