Location(s)

 
Job Title:              Customer Service Representative (CSR)
 
 
SUMMARY
The CSR is responsible for representing TCIM products to the customers in a courteous, professional and effective manner. To achieve this CSR must develop good telephone communication skills and a clear understanding of the company's policies and procedures.
 
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
 

• Demonstrate telephone communication skills consistently conveying a courteous and professional impression and a conversational quality to their presentations. 
• Accurately handle information, including data entry
• Interact in a friendly, professional team oriented manner with co-workers and leaders.
• Work to ensure that approved client and TCIM quality standards and procedures are practiced and attained but established measures and goals.
• Be responsive and receptive to feedback and coaching
• Becomes highly skills with multiple contact media and customer service excellence.
• Evaluate personal performance and take responsibility for their own development to increase production.
• Focus on communication abilities which impact the interaction such as listening, voice inflections, inflection, establishing rapport as well as sales and services closing techniques.
• Become familiar with relevant program data, including current scripting/call guides; product promotional materials, direct mail and advertising; training and human resources materials; system information; current ; and other information as provided by InteractionCenter and its clients.
• Understand market and purpose of a particular client product/service so they can converse about it in a naturally appealing way as well as how to use the script to service the customer as quickly and effectively as possible.
• Attend training to learn initial and updated program requirements and skills.
• Reviews customer requests for service to ascertain cause for service request, type of malfunction, and customer address.
• Respond to Web-based chat sessions.
• Place outbound calls as requested, to respond to inquiries by prospects.
• Respond to e-mail messages
• Process orders or information requests received via voice, web form or e-mail.
• Perform other related duties as requested or required.