The main function of a call center/customer service specialist is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. A typical customer service specialist is responsible for determining the client's issue, offer possible solutions or providing follow-up as needed. Customer service agents may be inbound, outbound or a combination of both.
Job Responsibilities: • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills. • Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments. • Refer unresolved customer grievances to designated departments for further investigation. • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Skills: • Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills. • Ability to work independently and manage one's time. • Ability to accurately document and record customer/client information. • Previous experience with computer applications, such as Microsoft Word and PowerPoint.
Education/Experience: • High school diploma or GED preferred. • 2-4 years customer service related experience required.