Customer Service Representative

Provide customer support via telephone, email, or instant message, handle customer inquiries, and resolve simple and basic support issues. Escalate technical issues to Product Support department.

Requirements

• Provides customer support by phone, email or instant message to consumers.
• Processes a high volume of consumer inquiries and resolves a targeted percentage of those inquiries.
• Troubleshoots customer problems and uses resources to resolve issues.
• Escalates problems to appropriate resource and follows up with coaching and mentoring.
• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
• Updates customer information and ensures accurate entry of contact information.
• Meets standards of job, such as quality standards, adherence to schedule and average handle time.
• Provides guidance and/or mentoring to less experienced Customer Service Associates - Consumer.