Customer Service Rep 3

Title: Customer Service Rep 3
Location: Remote
Duration: 12 months

Job Description:

• Responsible for interacting with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

Education/Experience:

• High School Diploma or equivalent. 5 to 7 years customer service related experience required.

Skills and Competencies:

• 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 MS Outlook or data entry software.

Major Job Duties and 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. 

Additional Information:
Overtime hours- backlog, voluntary OT first then mandatory based on volume, capped at an hour per day for work life balance. Currently three 1-hour OT days a week. OT can be worked anytime outside standard working hours, any time between 5:30am-10:00pm CST.