What are the responsibilities and job description for the Customer Service Representative position at CSI Group?
Join CSI Group – A Thriving Career Awaits You!
CSI Group is a leading financial services firm dedicated to enriching lives and legacies by providing personalized services that guide individuals and families to achieve lasting financial prosperity.
We specialize in
financial planning, tax preparation, and estate planning, offering a comprehensive suite of services tailored to meet the unique needs of middle-class individuals and families. Our mission is rooted in the belief that financial security and expert guidance should be accessible to everyone—not just the wealthy.
Through our one-stop-shop approach, we make high-quality financial services both affordable and accessible, empowering clients to confidently navigate their financial journeys and secure brighter futures for themselves and their loved ones.
Join CSI Group and become part of a team that is transforming lives and communities by delivering meaningful, lasting financial solutions. Be part of a team that values your contributions and invests in your growth!
Job Summary:
Are you someone who thrives on delivering exceptional customer service? Join our team as a Customer Service Representative (CSR) and become the first point of contact for our valued members. You will play a pivotal role in providing helpful information, answering questions, and resolving concerns to ensure customer satisfaction and build long-lasting relationships. Your role is essential to creating a positive experience and making a lasting impact on those we serve.
What You'll Do (Essential Duties and Responsibilities):
- Be the Voice of Our Brand: Answer a high volume of incoming calls and handle basic inquiries such as refunds, directions, document updates, and client account information.
- Team Collaboration: Work closely with your team to ensure the front desk is always covered and clients receive seamless support.
- Appointment Management: Set up conference calls and schedule appointments for CPAs, ensuring smooth coordination between clients and professionals.
- Payment Processing: Confidently take and process various types of payments over the phone, ensuring accuracy and security.
- Customer Interaction: Maintain a positive, empathetic, and professional attitude toward every customer interaction, creating a welcoming experience.
- Prompt Responses: Address customer inquiries promptly, providing clear and concise information to resolve their concerns.
- Complaint Resolution: Acknowledge and resolve customer complaints efficiently, ensuring the best possible outcome.
- Product Knowledge: Develop a thorough understanding of our services to provide accurate answers and advice.
- Record Keeping: Update client notes with details of customer interactions, transactions, comments, and complaints to ensure seamless follow-up.
- Internal Communication: Collaborate with colleagues and the CSR Manager to address customer needs and improve service processes.
- Process Improvement: Provide feedback to help enhance the efficiency and effectiveness of customer service operations.
- Customer Satisfaction: Ensure that every customer leaves with a positive impression of our services.
- Administrative Tasks: Complete additional administrative duties to support the smooth functioning of the office.
What We're Looking For (Qualifications):
- Education: Bachelor's Degree preferred. High school diploma or equivalent required.
- Experience: 1 years in a customer service role or a relevant field.
- Calm Under Pressure: Ability to remain composed when handling stressed or upset customers.
- Tech-Savvy: Comfortable using computers and familiar with MS Office Word and Excel.
- Language Proficiency: Good command of the English language, both verbal and written.
- Interpersonal Skills: Strong communication and interpersonal abilities to build rapport with clients and colleagues.
- Attention to Detail: Ability to concentrate for long periods and perform tasks with accuracy and speed.
- Flexibility: Willingness to work overtime when needed to meet customer needs.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their Supervisor.
***Competitive compensation in addition to a full range of medical, financial, and/or other benefits.
