Customer Service Associate

posted:
Location
Little Rock, Arkansas
Industry
Customer Service & Call Center
Job Type
Temp to Perm
Salary
US$ 13.00 per hour, $13 per hour + none
Ref. Number
S_18694
Contact
Anastasia, Spherion
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Job Description

JOB SUMMARY:
Provides customer support to consumers via the telephone and/or Internet (e.g. instant message, email). Handles customer inquiries and resolves simple and basic support issues, such as address changes, processing orders or billing/payment. For product or service-related issues, will move customer to appropriate Product Support Specialist. Performs other administrative duties as requested.

GENERAL DUTIES & RESPONSIBILITIES:
- Provides customer support by phone, email, or instant message to consumers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to the proper Product Support department.
- Processes a high volume of consumer inquiries of company products and services, and resolves a targeted percentage of those inquiries.
- Troubleshoots customer problems, identifies the root cause of the problem, and uses tool and resources appropriately to determine how to resolve customer problems.
- When unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.
- Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
- Updates customer information and ensures accurate entry of contact information.
- Meets the standards of the job, such as quality standards, adherence to schedule, and average handle time.
- May provide guidance and/or mentoring to less experienced Customer Service Associates.

Working hours: M-F 1st shift hours

Skills:
EDUCATIONAL REQUIREMENTS:
A high school diploma or GED is required for this role. Associate or Bachelor's degree is preferable; or the equivalent combination of education, training, and work experience.
GENERAL KNOWLEDGE, SKILLS & ABILITIES:
- Ability to build knowledge of the company's products, services and business operations to enable resolution of customer inquiries
- Excellent customer service skills that build high levels of customer satisfaction
- Excellent verbal and written communication skills
- Computer navigation and operation skills
- Demonstrates effective people skills and sensitivities when dealing with others
- Ability to work both independently and in a team environment

Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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