What are the responsibilities and job description for the CUSTOMER SERVICE REPRESENTATIVES position at The Net America Corporation?
Company Description
The Net America Corporation is a Woman-owned firm specializing in IT/Software Engineering & Development, Organizational & Program Management, Multichannel Contact Centers & Help Desk Services, Peer Review & Grants Management, and Conference & Logistics Support.
Job Description
The Net.America Corporation is looking for a Customer Service Representatives who are able to do the following:
- Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, online, fax and in-person requests for assistance from customers/stakeholders.
- Using scripted and unscripted questions, interview customers/stakeholders to collect information and leads callers through diagnostic procedures to resolve customer inquiries.
- Provide general and detailed explanations/information in clear, easy to understand language to customers/stakeholders.
- Handle problem recognition, research, isolation, resolution and follow-up for routine customer inquiries.
- Research inquiries/information using provided sources, including information sheets, handbooks, training materials, the internet, etc.
- Document, logs and track calls using problem management database (ticket system), and maintains history records and related problem documentation.
- Other duties as assigned
Qualifications
- ***Call Center experience***
- High School Diploma
- Ability to identify problems, troubleshoot and be a problem solver
- Quality focus. Ability to conduct thorough analysis
- Self-motivated and desire/ability to learn new topics quickly. Works well independently and in a team setting in fast-paced environment under time constraints
- Customer service focus
- Demonstrated ability to establish and maintain an effective follow up system to ensure timely and accurate handling of information requests
- Good verbal, listening and written communications abilities
- Positive and confident telephone skills
- Basic computer skills, including MS Office software (i.e., Word, Excel, etc.) and internet
- Efficient keyboarding/typing skills
- Knowledgeable of IT help desk concepts and procedures
- Displays professionalism and strong interpersonal abilities
Additional Information
The net.America Corporation offers a generous comprehensive benefits package. We look forward to receiving your application! The net.America Corporation is an Equal Opportunity Employer All your information will be kept confidential according to EEO guidelines.