Description :

Whoare Customer Service Representatives (CSRs) What is their role in the growth andfunctioning of your business What are the daytoday activities theytake care of If youre looking to expand your customer support teamwhat qualities should you look for in your supportreps

A customer servicerepresentative should be able to interact with a customer andimmediately get the context of their problem.

Support agents shouldhave sound knowledge of the product / service which will help themsuggest a solution to the customer right away.

If the customercomplaint is beyond the immediate scope of the support rep theyshould learn to escalate the problem to the right internal team(s)and follow up with them regularly for updates on theprogress.

Heresa look at all the key responsibilities of a servicerep.

1. Take ownershipof customer issues

Customer service reps must take ownership of the customers problem and bethe single point of contact for all inquiries related to thetroubleshooting procedure the expected resolution time and updateson the progress made.

2.Troubleshoot problems and driveresolutions

Itsimportant for a service rep to follow a customer firstattitude and leave no stone unturned in giving customers the bestpossible experience.

Once a support ticket is assigned to them theyneed to research all possible ways to troubleshoot the problem andquickly come up with asolution.

Alot of times in customer supportthere are issues that are highly technical or beyond the scope ofwhat a service rep can handle on the spot.

For such cases thesupport agent needs to make sure that the problem is beingcommunicated to the right internal teams and that they takeappropriate action to resolveit.

4. Collect promptand accurate customer feedback

Thework of a support rep does not end at just resolving a customer issue.They also need to follow up with the customer find out if thesolution actually worked and take note of the customers suggestionson what can potentially improve theirexperience.

5. Documentknowledge as solutionarticles

Thesolution to every customer problemprovides a valuable learning experience to service reps. Theyshould be able to document this knowledge in the form of helpcontent or solution articles so that the same problems dont occurin thefuture.

Requirements :

Customerservice representatives typically need and nbsp; a highschool diploma or equivalent and nbsp;to enter theoccupation and receive onthejob training to learn the specificskills needed for the job.

They should be good at communicating andinteracting withpeople.

Benefits :

• HealthInsurance.
• Health Insurance (PartTimeEmployees)
• DentalInsurance.
• VisionPlan.
• LifeInsurance.
• Accidental Death and amp;Dismemberment.
• Flexible SpendingAccounts.
• 457(b) Deferred CompensationPlan.

Last updated : 2024-02-23