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Inktel Holdings Corp - Doral, FL
posted 2 months ago
About the position
The FEMA Customer Service Representative (CSR) role is focused on providing exceptional customer service by assisting potential customers with understanding and purchasing products and services. The position emphasizes the importance of building relationships and delivering results while embodying the company's STRIVE values: Service, Tenacity, Responsibility, Integrity, Versatility, and Entrepreneurship. The CSR will troubleshoot technical issues, resolve customer inquiries, and maintain product knowledge to ensure high-quality service delivery.
Responsibilities
- Assist potential customers in understanding and purchasing products and/or services
- Assist customers in resolving potential product or service related issues
- Troubleshoot technical issues that are related to products and services
- Identify root cause of inquiries by asking probing questions to determine the best solution
- Use client-specific tools to research inquiries, document customer interactions, and issue resolutions
- Receive and respond to inbound customer inquiries via phone, email, and/or text while updating internal computer applications and systems
- Maintain required product and service knowledge to deliver best in class service
- When needed, serve as a knowledgeable, thoughtful sales consultant for customers
Requirements
- Proven track record of STRIVE values: Service, Tenacity, Responsibility, Integrity, Versatility, Entrepreneurship
- Strong desire to be helpful and take ownership to resolve customer situations
- Empathetic and active listening skills
- Excellent oral communication skills with clear diction and proper grammar
- Positive outlook and enthusiastic attitude
- Dependable and consistent with a history of good attendance
- Ability to multitask by reading, typing, and navigating through applications while speaking with customers
- Prior customer service/troubleshooting experience preferred
Benefits
- Competitive base salary commensurate with experience
- Comprehensive benefits package including medical, dental, short/long term disability, life insurance
- Personal time off
- Educational assistance
- 401K plan
