Customer Service Representative; CSR

Netfor, Inc. The Art and Science of the Customer Experience

Netfor provides worry-free customer care for business consumers and technology users. Customers engage with Netfor by phone, email, social media, and online chat to receive world-class customer service, help desk support, order fulfillment, and field services. Founded in 1995, Netfor supports tens of thousands of customers at businesses in more than 6,000 locations across the U.S., Europe, Mexico, and Canada.

A launching point for your career and life goals

Gain experience in multiple industries, platforms, and software

Help you develop a career path as well as provide mentoring and training

Opportunities to work on special projects with our clients

Provide opportunities internally for advancement

Network you with the vibrant business community in Indianapolis

Exposes you to well over a hundred applications, platforms, and systems across various industries, including medical, retail, and B2B.

Hours range from 32-40 hours per week for 1st shift, Monday-Friday (5 working days a week). Weekends will be required after training. Netfor operates 24 hours a day, 7 days a week.

Training will be on Monday-Friday for 2-3 weeks on 1st shift (for all openings).

Working with a great team of peers, you'll be supporting client contracts, with the main duty focusing on carrying out inbound customer support via telephone as instructed by the Netfor knowledge base. Under general supervision of service desk leadership, provide customer support for instructional calls, question-and-answer calls, and handling of all other customer issues by performing question/problem diagnosis, searching knowledge-based articles, and guiding users through step-by-step solutions in a call center environment.

Answering phone calls with a smile is a must. Able to clearly communicate directions in a user-friendly, professional manner and clearly document the issue and solution in ticketing software.

• Provides timely and accurate information to incoming customer order status and product knowledge requests.
• Processes customer orders/changes/returns according to established department policies and procedures.
• Provides timely feedback to the company regarding service issues or customer concerns.
• Thrives on getting positive customer satisfaction survey comments.

• Proven ability to communicate effectively both verbally and in writing.
• Ability to handle calls with professionalism, sensitivity, and diplomacy under pressure.
• Must be an independent, motivated worker, and an innovative self-starter.
• An effective communicator who understands the importance of listening and being empathetic
• Willingness to learn new skills and ability to adjust to changes quickly
• Must be confident and flexible.
• Ability to work 100% from within our knowledge base articles, without deviation, per contractual agreements.
• Show up, show up on time, and display a helpful attitude.
• Microsoft Office proficiency is a plus.
• Strong ability to multitask
• Ability to talk and type at least 35 words per minute

• High school diploma or GED is required
• Previous customer service experience preferred

You must own a Desktop or laptop with the following minimum specifications: A desktop or laptop Windows PC (MAC, Tablets, Winbooks, Smart devices, Windows Mini PCs, Chromebooks, and Android systems are NOT compatible)
• We do not accept macOS
• Operating System - Windows 10 For Windows Systems
• RAM or Memory - 8GB or higher
• Processor - I5 9500 or Ryzen 3 3100 or higher
• SSD 256GB or higher with at least 100gb of free space. We will verify specifications before making any conditional job offer. To be considered for this role, you must meet the hardware specifications listed above. To check your PC hardware specs, click on the Windows Start button, then click on Settings (the gear icon). In the Settings menu, click on System.

Scroll down and click on About. You should see specs for your processor, Memory (RAM), and other…