Job Description
Job Summary
Receives generally routine customer requests/inquiries via internet, phone, email or chat, etc; expertly, completely, and accurately communicates with customers to resolve requests/inquiries while ensuring satisfaction with Communicorp's services/products
Principal Duties & Responsibilities
Under direct supervision, provides thorough and accurate responses to customers for merchandise or print related issues; answers inquiries, resolves problems and promotes good customer relations by providing premier customer service with a professional and friendly demeanor.
Navigates computerized system for tracking, gathering and researching inquiries; thoroughly gathers customer information to access and fulfill customer needs and educate where applicable to prevent similar callbacks; documents interactions through contact tracking; researches previous jobs for historical data
Understands and is able to provide quality service and support in a variety of areas including administrative support, billing, placing print and merchandise orders, and system troubleshooting; assists with providing quotes and proactively obtains relevant information when receiving new orders.
Responsible for responsive and timely correspondence and problem resolution; coordinates with other departments/divisions as necessary to ensure customer satisfaction with Communicorp's products
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer experience; develops customer relationships through rapport-building, listening skills, engaging the customer and building trust.
Maintains a well-developed knowledge base and takes responsibility for keeping up-to-date with products offered by Communicorp; continuously increases knowledge of products through self-motivation; assists other team members as needed.
Answer, screen and forward any incoming requests and phone calls while providing basic information when needed; serve visitors by greeting, welcoming, directing their requests
Performs other duties as required.
Education & Experience Required
High School Diploma or Equivalent
One year of job-related work experience
Or an equivalent combination of education and experience
Job Knowledge & Skills
Ability to speak clearly and communicate information and ideas in speaking so others will understand
Proficiency and experience using Microsoft Office suite software
Skill in giving full attention to what other people are saying, taking time to understand points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Competencies
Acting with Integrity - Clearly states goals and beliefs; lets people know his/her true intentions; does what he she said they would do; follows through on commitments
Communicating Effectively - Expresses ideas and information in a clear and concise manner; tailors message to fit the interests and needs of the audience; delivers information in a manner that is interesting and compelling to the listener
Pursuing Self-Development - Demonstrates ambition and desire to move forward in his/her career; engages others in discussions about career development; seeks feedback on ways to increase his/her performance; takes advantage of opportunities to build new skills and capabilities
Serving Customers - Builds strong relationships with customers; stays aware of customer needs, concerns and satisfaction; responds promptly to customer questions and requests; effectively manages
Supporting Change - Enthusiastically participates in new change initiatives and programs; focuses on reasons why changes will work and how they will be beneficial
Supporting Organizational Goals - Actively supports organizational goals and values; demonstrates enthusiasm toward the companys goals and mission; aligns actions around organizational goals
Working with Diverse Populations - Shows respect for the beliefs and traditions of others; encourages and promotes practices that support cultural diversity; discourages behaviors or practices that may be perceived as unfair, biased, or critical toward people with certain background
