Customer Support Representative II - Customer Support

Customer Support Representative

Major Purpose Provides information/solutions as frontline support to channel partners/customers/Company personnel on product related inquiries on moderately complex policies, issues and concerns to optimize customer satisfaction and retention. Major Duties
• Provide advanced product/service information and respond to complex customer questions about the product/service.
• Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.
• Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.
• Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.
• Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.
• Provide exceptional service to customers to encourage continued use of the organization's products/services.
• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Skills, Abilities, Knowledge
• Leverages Digital Communications with Customers
• Masters Service Conversations
• Navigates Customer Challenges
• Strengthens Customer Connections
• Customer-Focused Approach
• Builds Customer Loyalty
• Service Into Sales
• In-Depth Questioning
• Initiates Compelling Sales Conversations
• Builds Rapport
• Knows the Buying Influences
• Manages Buyer Indifference
• Understands Issues/Motivations Education
• Post-Secondary Non-Tertiary Education Work Experience
• Very limited (0 to 3 months)
• Experienced practitioner able to work unsupervised (13 months to 3 years)

Position Title:

Customer Support Representative Specific

Position Requirements :
Social Media Care Team We now have pay expectations for this team. All workers must be paid per hour (nothing higher).

Please note:

Currently this position is strictly a contingent position and we do not have expectations to transition this position into a full-time employment role. Contingents are eligible to seek full time employment within and can monitor for positions through the careers page. This position offers a retention bonus after 6, 12, and 24 months of employment. This position offers pay increases based on 6, 12, and 24 months of employment.

SPECIAL CONSIDERATIONS:
Must be able to work first shift with weekend hours. New-hire training will take place M-F, 8am-4:30pm and will consist of 2-3 weeks classroom, and an additional few weeks of on the job training & mentoring with an experienced technician. After training, candidate must be able to work an 8hr shift within the hours of 11 am and 10:30 pm.

The exact 8hr shift will fluctuate based on volumes and business need. After training is complete, candidate will be assigned a weekend shift (either Saturday or Sunday) on a monthly rotating schedule. PRIMARY RESPONSIBILITIES & DUTIES:
The Social Media Care team provides front-line technical support/information/solutions to customers on product related inquiries, issues, and concerns to optimize customer satisfaction and retention. Agents provide support via multiple channels (Social Media, email, and…