About the position
As a Customer Service Representative at HGS, you will play a crucial role in creating positive experiences for our customers. You will work in a collaborative and engaging environment, where your primary goal is to make a positive impact on people's day. We will provide you with comprehensive training to ensure you become an expert in your field, enabling you to deliver exceptional customer service with confidence. Your responsibilities will include fielding customer inquiries through various channels, including inbound and outbound calls as well as email communications. You will need to identify customer needs through active listening and emotional intelligence, ensuring that every customer interaction is handled with care and a personal touch. A typical day will involve using our knowledgebase to research answers to customer inquiries and responding with timely and accurate information. You will document customer needs, interactions, and outcomes in the appropriate systems, ensuring that all information is recorded accurately. Creating a “WOW” factor in every interaction is essential, and you will achieve this through exceptional communication skills, taking ownership of each interaction, and providing speedy service. Regular one-on-one coaching sessions with your supervisor will help you meet key performance indicators and continuously improve your skills. HGS is a global leader in customer experience management, with over 18,000 employees across nine countries. Our mission is to enhance our clients' competitiveness by providing exceptional experiences. We pride ourselves on a people-first philosophy and have experience serving over 1,100 of the world's leading brands. Joining HGS means you will be part of a fast-growing organization where you can build your future and make lasting connections.
Responsibilities
- Communicate with customers through inbound calls, outbound calls, and email channels.
- Identify customer needs through active listening, exercising emotional intelligence, and asking follow-up questions.
- Use the provided knowledgebase to research answers to customer inquiries and respond to customers with timely, accurate information.
- Document customer needs, interactions, and outcomes in the appropriate tool or system.
- Create a 'WOW' factor in every interaction through exceptional communication skills, taking ownership of the interaction, and speed of service.
- Participate in regular 1:1 coaching sessions with your supervisor to ensure you regularly meet key performance indicators.
Requirements
- At least 18 years of age.
- High School Diploma or equivalent.
- At least 6 months of customer service experience and an understanding of the value of coaching/feedback.
- Demonstrate a caring, supportive, and friendly nature in every interaction.
- Computer savvy and comfortable sitting at a desk and working with multiple monitors.
- Familiarity with Android and iOS mobile applications.
- Results-oriented and comfortable providing customers with recommendations and solutions.
Benefits
- Starting at $12 to $16 hourly (depending on experience) and overtime opportunities.
- Best in class medical, dental, and vision benefits.
- Tuition Reimbursement.
- Refer-A-Friend bonuses.
- Employee assistance programs.
- Flexible Schedule Options.
- Career advancement in a fast-growing organization.
- People-focused environment where you'll make lifetime connections and friendships.
