Customer Service Representative - Onsite

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Title:

Customer Service Representative - Onsite

Mandatory skills:

Customer Service,

Leverages Digital Communications, Masters Service Conversations,

Navigates Customer Challenges, Strengthens Customer Connections, Builds Customer Loyalty, In-Depth Questioning, Compelling Sales Conversations, Service Into Sales, Builds Rapport, Knows the Buying Influences, Manages Buyer Indifference,

product support inquiries, product information, service information,

CRM system,

customer retention, business development

Description:

Major

Purpose:

Responds, consults and provides information/solutions to channel partners/customers/Company personnel on complex product support inquiries on policies, issues and concerns to optimize customer satisfaction and retention. Requires in-depth analysis to unstructured situations and may require careful interpretation, analysis or diagnosis in order to provide unique solutions.

Major Duties:

Provide advanced product/service information and respond to basic customer questions about the product/service.

Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.

Respond to basic 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:

Customer-Focused Approach Must Have

Leverages Digital Communications with Customers - Must Have

Understands Issues/Motivations

Masters Service Conversations

Navigates Customer Challenges

Strengthens Customer Connections

Builds Customer Loyalty

In-Depth Questioning

Initiates Compelling Sales Conversations

Service Into Sales

Builds Rapport

Knows the Buying Influences

Manages Buyer Indifference

Education:

Short-Cycle Tertiary Education

Work Experience:

Experienced practitioner able to work unsupervised (13 months to 3 years)

Basic experience of coordinating the work of others (4 to 6 months)

Notes:

100% onsite position

Hours are Mon-Fri, flex start time: 7/8:00 4/5:00

VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran.

Please contact us at for any complaints, comments and suggestions.

Contact Details :

VIVA USA INC.

3601 Algonquin Road, Suite 425

Rolling Meadows, IL 60008

• Seniority level
  
  Mid-Senior level

• Employment type
  
  Full-time

• Job function Other
• Industries Software Development

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