Customer Service Representative

Supervisory Responsibilities: N/A

Shift: FT Wednesday – Sunday, 10:00 a.m. - 7 p.m. CT OR PT Wednesday – Sunday Shifts

Duties/Responsibilities:

• Answer incoming calls from customers, responding to questions in a prompt and professional manner, ensuring the customer receives the highest level of service.

• Provide accurate and complete information to customers by using the applicable tools, resources and outlined procedures.

• Understand the company's products or services to effectively address client questions and concerns.

• Identify customer needs through active listening, researching issues, resolving problems, and providing solutions.

• Document calls in the call center database.

• Follow specific scripts or call flows to ensure accuracy of information provided.

• Meet outlined performance metrics which may include call quality metrics, customer satisfaction survey scores, and average speed of answer.

• Attend training sessions and team meetings to enhance skills and knowledge.

• Use a positive, friendly, and persuasive attitude to connect with customers, communicate clearly over the phone, manage high call volume at times, and follow up when necessary.

• Demonstrate professional grammar, tone, and volume over the phone. Use proper sentence structure, positive language, and effective transitions.

• Show a willingness to learn new things and adapt to company guidelines and procedures.

• May perform other administrative duties as assigned.

Required Skills/Abilities:

• Strong phone and verbal communication skills along with active listening

• Exceptional communication and interpersonal skills.

• Empathy and customer-oriented approach.

• Ability to handle multiple tasks and prioritize effectively.

• Proficient in call center software and technology. Experience with Zendesk is a plus.

• Strong problem-solving skills to address and resolve customer issues efficiently.

• Proven track record of reliability

Education and Experience:

• High school diploma or equivalent.

• Experience in a customer support role or a related role.

• Remote-work experience preferred and demonstrated ability to work independently.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

• Travel to the Ansira office may be required.