Rock Island Communications are looking for a Customer Service Representative that will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Job Duties and Responsibilities:

• Attracts potential customers by answering product and service questions and suggesting information about other products and services.
• Opens customer accounts by recording account information.
• Maintains customer records by updating account information.
• Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Maintains financial accounts by processing customer adjustments.
• Recommends potential products or services to management by collecting customer information and analyzing customer needs.
• Serves customers by providing product and service information and resolving product and service problems.
• Prepares product or service reports by collecting and analyzing customer information.
• Contributes to team effort by accomplishing related results as needed.

Requirements

• 2 years' experience of demonstrated performance in a goal-driven & customer-focused environment preferred
• Strong customer service and office administrative skills
• Proven knowledge of Customer Relationship Management (CRM) systems, e.g. ACT!, Illustrator, Highrise, and Insightly
• Excellent oral and written communication skills
• Strong Microsoft Office skills
• Call Center Customer Service experience
• Practical knowledge of Superior Customer Service
• Background working with Inbound Telephone Calls
• Professional Phone Etiquette experience highly preferred
• Adeptness in Customer Satisfaction
• Earlier work involving Answering Multi-Line Phone System
• Experience with customer invoices
• Demonstrated knowledge of customer service
• Customer Account experience preferred
• Assist Customers experience preferred
• Comfort and confidence when interacting with internal and external partners and clients/customers
• Proven ability to navigate multiple computer systems, applications, and utilize search tools to find information

Qualifications / Skills:

• Customer service
• Product knowledge
• Market knowledge
• Quality focus
• Problem solving
• Documentation skills
• Phone skills
• Listening
• Resolving conflict
• Analyzing information
• Multi-tasking

Benefits

Rock Island Communications appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as:

• Employee Assistance Plan
• Employee Referral Program
• Lucrative commissions and long-term bonus plans
• Medical, dental, and vision plans – start when you start!
• Life insurance (self, spouse, children)
• Paid time off
• 401(k) - 100% company match (vesting and matching starts upon hire, up to 5% of eligible compensation)