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Inbound Customer Service Representative
$49,920 - $99,840/Yr
Express Employment Professionals - Alachua, FL
posted 2 months ago
Full-time - Entry Level
Alachua, FL
Administrative and Support Services
About the position
The Inbound Customer Service Representative role involves providing exceptional customer service through various communication channels, including phone calls and emails. The position requires handling technical support inquiries, maintaining customer service records, and collaborating with other departments to resolve issues. The representative will also assist in developing and maintaining the knowledge base for customer support.
Responsibilities
- Provide excellent customer service via incoming and outgoing telephone calls, e-mails, and other correspondence.
- Handle Tier 1 and Tier 2 Technical Support inquiries through Freshdesk interaction.
- Enter all customer service inquiries into Salesforce clearly and completely, ensuring they are closed out appropriately.
- Address tickets assigned within the service level agreement (SLA).
- Provide a 24-48 hour response time on all return calls, emails, and ticket correspondence.
- Interact with the knowledge base and assist in its development and maintenance.
- Utilize support documents to assist with customer inquiries.
- Work effectively with other departments to troubleshoot or solve problems/issues.
- Maintain working knowledge of the company website and other advertisements/initiatives that may generate correspondence.
- Assist students with creating user accounts and website questions.
Requirements
- Excellent written and verbal communication skills.
- Demonstrated experience responding to customer inquiries via phone or electronically in a fast-paced environment.
- Strong organizational skills and the ability to work effectively with all levels of executives, management, and staff.
- Dependability in attendance and performance is critical.
- Fluency in Spanish is strongly preferred.
Nice-to-haves
- Experience in customer service for 2 years (preferred).
- Experience in a call center for 2 years (preferred).
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
