Customer Service Specialist

Job Description

Job Description

Customer Service Specialist

Job Description

POSITION SUMMARY

As a Customer Service Representative with a focus on proactive problem solving, you will be responsible for ensuring exceptional customer satisfaction by anticipating and resolving issues before they escalate. Your primary objective will be to address customer inquiries, concerns, and provide comprehensive solutions to enhance the overall customer experience.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential function and basic duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions and basic duties.

Essential Functions Statement(s)

• Identify, research, and support accounts in multiple verticals of business.
• Proactively identify pain points for customers usage of PerfectVision and provide solutions and educational materials as needed.
• Provide customer support for all systems that our customers utilize and provide feedback to internal teams to identify potential areas of improvement. This includes both internal systems and external systems, provided by our partners. Some support may be technical in nature.
• Assist customers to successfully utilize PerfectVision services and products including best usage cases, providing educational materials, and walking them through any new or unknown functions.
• Follow up with customers to ensure full resolutions.
• Manage all customer service-related communication channels effectively and efficiently.
• Research and resolve product escalations related to commissions on partner programs.
• Consistently update internal databases and systems with information about technical issues and all discussions with customers.
• Share customer feedback and feature requests with internal teams as needed.
• Ability to resolve customer escalations in a timely and efficient manner.
• Provide strong customer service experience with many types of customer groups.
• Research, track, organize and resolve all customer escalations.
• Process corporate mailings both internal and external as needed.
• Effectively manage inbound and outbound call volume.
• Data entry as assigned for all internal systems and Office programs.
• Other duties as assigned.

Customer Engagement:

• Engage with customers via various communication channels (phone, email, chat, etc.) to understand their needs and concerns.
• Gather relevant information to assess the situation and tailor solutions accordingly.

Effective Communication:

• Clearly communicate and explain complex issues to customers in a simple and understandable manner.
• Provide proactive updates and information to customers, keeping them informed about their concerns.

Problem Diagnosis and Resolution:

• Analyze customer complaints and inquiries to accurately identify the root cause of the problem.
• Work collaboratively with partners and internal teams to devise and implement effective solutions to prevent reoccurrence and effectively support our customer’s needs.

Process Improvement:

• Collaborate with relevant teams to suggest process improvements based on identified issues and customer feedback.
• Contribute to the development and enhancement of customer service protocols and procedures.

Record Keeping and Documentation:

• Maintain accurate and detailed records of customer interactions, feedback, and resolutions.
• Ensure all customer interactions are documented in the company's CRM system for future reference and analysis.

Customer Education:

• Educate customers on how to effectively use products or services to prevent potential issues.
• Provide guidance and tips to customers to enhance their overall experience.

POSITION QUALIFICATIONS

Education

• High School Graduate or General Education Degree (GED), additional certifications or training in customer service are a plus.

Experience

• Minimum of a year in customer service, proactive problem solving or related roles.
• Technical support or experience trouble shooting systems preferred.

Communication Skills

• Exceptional verbal and written communication skills to effectively interact with customers and internal teams.
• Professional

Computer Skills

• Computer literate in a Microsoft Windows environment.
• Basic to intermediate level of experience using Microsoft Excel. Must have the ability to perform functions such as creating a spreadsheet, formatting a spreadsheet, using the formula bar, and calculating numbers.
• Basis understanding of Outlook including how to send, forward and reply to incoming e-mail and manage calendar functions.
• General knowledge of various standard office equipment including but not limited to multi-line phone and scanner/copier.
• Understanding of how CRM systems work.

Other Requirements

• Primary language used to perform this job is English.
• Strong organizational skills.
• Proficiency in any foreign language is a plus.