Customer Service Representative

Company Description

vTech can help you avoid the daunting task of writing and posting job offers, shifting through resumes and laboring through the lengthy interview process. Our Staffing solutions will allow you to elude those tasks and place topnotch, high-caliber professionals in the position you need to fill.

We use our expertise, knowledge, and global resources to deliver top-quality candidates and tailor our IT and Non-IT recruitment services to your needs. This allows us to deliver the required results in a timely manner that meets your schedule at a substantially reduced cost.

We pride ourselves for having one of the fastest growth rate and also the lowest turnover rates in the industry just 2.5 percent annually. We focus on the training and retaining qualified professionals with high personal and work ethics. With the help of our extensive database of internal candidates and CATS applicants tracking system, we can provide quality resources within the limited time frame.

We have also successfully placed hundreds of candidates in the areas related to Information Technology, Engineering, professional, Scientific & Clinical, etc. for both our commercial and government clients.

1. Source: A recruiter sources candidates from various sources; the search starts from our proprietary database. Using advanced sourcing methods like social media, professional networking media, internal, and 3rd party job boards, we identify qualified candidates.
2. Validate: A recruiter validates the candidates’ experience and skill sets against our client’s position.
3. Initial Screening: Based on the position and the client’s work culture, the recruiter uses initial screening questions to determine the most suitable candidates.
4. Submit: the recruiter will submit to the technical team qualified candidates who have passed the initial screening.
5. Technical Screening: The technical team then prepares a matrix of the particular requirements and required experience for the position and using a list of questions and the results, re-validates the candidates’ technical skills.
6. Background Check: Administrative personnel will provide a detailed background check, as required, per client agreement.
7. On board: On successfully completing the above steps, the candidates are welcomed on board and assisted to ensure a smooth integration at the client’s location.

Job Description

Complete Description:

Primary Role:

Responsible for responding to customer inquiries with courtesy and professionalism.

Responsible for addressing customer concerns efficiently and completely via the telephone and correspondence as appropriate.

Key Accountabilities:

· Receive inbound calls from customers related to services provided. Clarify the needs of the customer, answer customer inquiries, and assist in the resolution of concerns. Track and document customer contacts.

· Remain accessible to achieve appropriate adherence levels. (10%)

· Maintain a high level of application, process, and water utility knowledge. Maintain a courteous and knowledgeable appearance to the customer.

· Handle difficult calls and avoid escalation whenever possible.

· Continuously improve call handling skills, systems knowledge, and communications skills, enhancing customer service levels. (10%) Identify and relay to team leader areas for improvement within the customer inquiry and concern resolution processes. (10%)

· Provide exceptional service to the customer that meets or exceeds all contractual service level agreements. (10%)

· Issue and maintain service orders. (10%)

· Support and sustain a positive environment that fosters team performance and individual excellence. (10%)

· Be receptive to performance feedback and continuously seek to improve

Own skills.

· Maintain adherence to all policies, procedures, programs, standards of

· performance and approved business objectives including those involving

· affirmative action, communications, community relations, human

· resources, labor relations, health and safety, and security. (40%)

Knowledge:

· Personal computing experience, including Microsoft Office applications.

Experience:

· Two (2) years’ experience in related business environment.

· You MUST be available to work any shift that is assigned to you. This shift could include working nights and/or weekends.

· As a member of this unit, you will be eligible to participate in a shift bid, which occur every 6 months.

· OT may be requested or required.

· Training will be conducted from 7:30 AM- 4PM, Monday thru Friday for 8 – 10 weeks.

· Training standard work week is 40 hours.

Additional Information

All your information will be kept confidential according to EEO guidelines.