Account Representative Customer Service II
Company: C3i Solutions
Location: El Paso
Posted on: April 18, 2019
ACCOUNT REPRESENTATIVE CUSTOMER SERVICE II
EL PASO, TX, US, 79936 Category: Customer Service
Job Title: Account Representative
Business Unit: Multichannel Customer Engagement
Reports To: Account Supervisor
Summary: Entry level representative responsible for providing
premier customer service on inquiries, processing orders,
explaining client products, and handling complaints in a prompt,
courteous, clear and concise manner. At minimum, this position
handles the primary business, or contact type based upon the needs
and structure of the client.
Essential Duties and Responsibilities include all or majority of
the following below. Other duties may be assigned.
* Confers with internal and/or external customers in order to
provide information about products and/or services such as
processing customer requests, orders, canceling accounts or
obtaining details of complaints over the phone, by email, live
chat, social media or other method of communication.
* Resolves customer questions and concerns effectively and
efficiently by actively listening, communicating clearly and
concisely, and assuring customer understanding.
* Ensures customer satisfaction and loyalty by consulting with
customers, assisting customers, and resolving a wide variety of
customer requests, inquiries, and complaints.
* Documents customer interactions and transactions, recording
details of inquiries, complaints, comments and actions taken, to
include Adverse Events.
* Provides prompt and accurate service to promote customer loyalty
for the client.
* Obtains and examines all relevant information to assess validity
of complaints and to determine possible causes. May make outbound
calls related to the product or service, and/or in follow-up to a
* Ensures that production and quality expectations are achieved and
meet or exceed all client contractual requirements.
This position does not have direct reports.
Job Specifications: To perform this job successfully, an individual
must be able to perform each essential duty satisfactorily. The
requirements listed below are representative of the knowledge,
skill, and/or ability required. Reasonable accommodations may be
made to enable individuals with disabilities to perform the
Education and/or Experience:
Minimum of a high school diploma or general education degree (GED);
related experience and/or training; or equivalent combination of
education and experience, preferably in a contact center. Bachelor
s degree (BA) and/or healthcare license or registration may be
required based upon program requirements.
Ability to read and interpret documents such as safety rules,
standard operating procedures (SOPs) or other job aids, to write
routine correspondence, to speak effectively and informatively, and
respond to questions from customers, clients or employees of an
organization, over the phone or in-person.
Ability to apply common sense understanding to carry out
instructions provided in written, oral or diagram form and to deal
with problems involving several concrete variables in standardized
Ability to type a minimum of 35 words per minute (wpm) with a high
degree of accuracy while talking; proficiency with Microsoft Office
and to navigate through multiple systems and job aids while
responding to the customer s inquiry. Ability to navigate through
and understand social media channels (Facebook, Twitter, blogs,
Other Skills and Abilities
Ability to manage difficult, irate or emotional customers while
maintaining composure, to multi-task; excellent time and process
management skills, strong data integrity and attention to detail,
ability to read, write and speak a language in addition to English
fluently may be required according to the program
This position may require participation in and possible travel to
training sessions, completing self-study, certification and call
Certificates, Licenses, Registrations:
This position requires completion and certification of all
program-related training, Do Not Call and all other Privacy and
Compliance related training.
Telerx Values: To perform the job successfully, an individual
should demonstrate the following competencies:
Integrity: Telerx associates will always try to do the right thing.
We are honest and straightforward with each other. We uphold the
values and principles of Telerx in every action and decision. We
are data-based and intellectually honest in advocating proposals
including recognizing risk.
Collaboration: We respect Telerx colleagues and treat everyone as
we want to be treated. We have confidence in each other s
capabilities and intentions. We believe that people work best when
there is a foundation of trust. We work toward a win/win solution
as a team across departmental lines doing what is right for all
Accountability and Empowerment: We all strive to be business
owners, taking appropriate action, controlling our work and making
decisions. We treat the company s assets as our own, always with
our long term success in mind. We accept personal responsibility to
set clear expectations, meet business objectives, improve our
organizational effectiveness and communicate our actions.
Passion: We are all determined to be the best at doing what matters
most. We have a healthy dissatisfaction with the status quo. We
have the utmost desire to improve and to win in the
Innovation: We place great value on Innovations and creating
quality services that meet the long term needs and wants of our
clients. We challenge convention and seek to reinvent the way we do
business to excel in the marketplace and achieve superior results
for our clients.
Courage: We have the strength to do what is right, even in the face
of personal or professional adversity. We are willing to take
calculated risks in search of excellence, and we seek to learn from
both failures and successes to help ourselves and Telerx improve on
an ongoing basis.
Physical Demands & Work Environment: The physical demands and work
environment characteristics described here are representative of
those that an employee encounters and/or must successfully complete
in order to perform the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities
to perform the essential functions.
While performing the duties of this job, the employee is regularly
required to sit, talk and hear. The employee must occasionally lift
and/or move up to 15 pounds.
The noise level in the work environment is usually moderate.
Nearest Major Market: El Paso
Job Segment: Customer Service Representative, Consulting, Customer
C3i Solutions is an Equal Opportunity Employer - EOE, M/F, D/V
Keywords: C3i Solutions, El Paso , Account Representative Customer Service II, Hospitality & Tourism , El Paso, Texas
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