Customer Service Representative - Post Falls

Overview

Customer Service Representative - Post Falls, .

• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Refer unresolved customer grievances to designated departments for further investigation.
• Review insurance policy terms to determine whether a particular loss is covered by insurance.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Resolve customers  service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
• Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.

• Autodialers — Autodialing systems;
  Predictive dialers
• Automated attendant systems — Voice broadcasting systems
• Automatic call distributor (ACD) — Automatic call distribution ACD system
• Scanners;
  Standalone telephone caller identification — Calling line identification equipment;
  Dialed number identification systems (DNIS)
• Contact center software — Avaya software;
  Multi-channel contact center software;
  Timpani Contact Center;
  Timpani Email
• Customer relationship management (CRM) software — Austin Logistics Call Select;
  Avidian Technologies Prophet; SSA Global software;
  Telemation e-CRM
• Electronic mail software — Astute Solutions Power Center; IBM Lotus Notes;
  Microsoft Outlook
• Network conferencing software — Active Data Online Web Chat; eStara Softphone;
  Parature eRealtime;
  Timpani Chat
• Spreadsheet software — Microsoft Excel

• Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services.
• Clerical — Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
• English Language — Knowledge of English language structure and grammar.
• Active Listening — Giving full attention to others, understanding points, asking appropriate questions, and not interrupting.
• Speaking — Conveying information effectively.
• Service Orientation — Actively looking for ways to help people.
• Persuasion — Persuading others to change their minds or behavior.
• Reading Comprehension — Understanding written sentences and paragraphs in work-related documents.
• Critical Thinking — Using logic and reasoning to identify strengths and weaknesses of solutions.
• Writing — Communicating effectively in writing.
• Coordination — Adjusting actions in relation to others’ actions.
• Social Perceptiveness — Being aware of others  reactions and understanding why.
• Negotiation — Bringing others together and reconciling differences.

If this sounds like the right job for you, please submit your resume using the button below. We look forward to receiving your application.