What are the responsibilities and job description for the Client Services Representative I position at Mainstreetinc?
JOB SUMMARY
The Client Services Representative (CSR) is expected to handle complex requests and issues in order to provide the most effortless and pleasant customer experience possible. They must be extremely reliable, responsive and personable. The CSR is expected to build meaningful, trusting relationships with our customers through daily interaction via phone, email and messaging.
JOB RESPONSIBILITIES include the following. Other duties may be assigned.
- Handle clients professionally and with empathy in order to retain, repair and build relationships with clients
- Remain calm and stay cool under pressure
- Quickly and effectively assess and resolve challenging situations
- Use outstanding communication and client service skills to de-escalate challenging situations
- Effectively learn and use the software and available resources to meet the client’s needs
- Remain logged in to the queue and respond to emails and messages as assigned and scheduled
- Accurately perform data entry such as keying orders and updating client records
- Keep promises and finish what you start; follow through with your commitments and complete assignments and projects on time
- Arrive to work as scheduled, on time. We depend on each other and only want reliable people on our team.
- Demonstrate a high sense of urgency by acting quickly on customer requests and responding promptly to emails, messages, and voicemails
- Meet performance metrics as required, according to CSR level
Requirements:
- 2 years Customer Service experience, preferably in a B2B environment
- Proficiency in Microsoft Outlook, Word, and Excel
- Possess the ability to manage customer expectations, establishing credibility and building rapport with customers
- Possess excellent multi-tasking skills, attention to accuracy, and detail
- Possess excellent communication skills, both verbal and written
- Possess a collaborative “what-ever it takes” attitude and flexible work ethic