Job Description
Job Description
Customer Service Representative 3
Requisition ID: 59552-1
Location: Nashville, TN – Hybrid (3-4 days in office)
Duration: 6 months
Start Date: March 24, 2025
Interview Process: On-site panel interview (one round)
Job Description
The Customer Service Representative 3 will interact with customers to provide information about products and services, address inquiries, and resolve complaints. The role involves handling inbound and outbound customer interactions, maintaining records, and supporting sales efforts.
Key Responsibilities:
- Resolve service or billing complaints by processing refunds, adjusting bills, or exchanging merchandise.
- Contact customers to respond to inquiries and communicate claim investigation results.
- Refer unresolved customer grievances to the appropriate departments.
- Maintain records of customer interactions, including inquiries, complaints, and resolutions.
- Assess complaints, identify possible causes, and determine solutions.
- Promote the sale of additional services or products as needed.
- Make daily outbound calls to customers to renew preventive maintenance contracts.
- Clearly explain contract details, benefits, and address customer concerns.
- Collaborate with team members to share best practices and achieve renewal targets.
Qualifications (Required):
- Education: Bachelor’s degree required.
- Experience: 5-7 years of customer service experience.
- Strong verbal and written communication skills.
- Proven sales and negotiation skills.
- Time management and organizational skills.
- Ability to work independently and document customer interactions accurately.
- Proficiency in Microsoft Word, PowerPoint, and other Microsoft applications.
Qualifications (Desired):
- Experience with Salesforce CRM.
- Strong customer service orientation with a focus on customer satisfaction.
Work Environment:
- Team Culture: Collaborative, customer-focused, and results-driven.
- Interaction: Regular team collaboration to discuss best practices and improve renewal processes.