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Title ...... Call/Customer Service Representative (2 Openings)
Skills ..... MS Office, Customer Service, Bilingual/Spanish (+)
Location ... Colorado Springs, CO
Area Code .. 719
Term ....... Contract
Length ..... 10 Months
Pay ........ Negotiable

Description
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Provides consistent and accurate responses to customer inquiries that will promote and maintain internal's reputation as Famous for Support. This includes the use of effective listening and communication skills to probe and assess customer needs, identify dissatisfiers, and determine resolution processes to assist customers. Achieving these objectives will add value to internal products and inspire customers to repurchase or recommend internal products to others in the future. Essential Duties and Responsibilities: Responds to customer and reseller requests for assistance. Representative should meet weekly scheduled on-line time. Maintains a professional and courteous attitude with customer regardless of customer response. Applies strong communication skills: Effectively listens, probe situations, analyzes needs, recommends or resolves issues. Demonstrates empathy to customer?s complaint and applies soft skills to diffuse angry customers. Takes ownership of the call. Records complaint, tracks call, researches call destination, transfers and/or refers caller to accurate entity. Determines free versus fee for support. Determines routing and/or priority of call. Prescreens and records escalations. Sets appropriate expectations. Records callbacks and distributes to accurate location. Answers presale and post-sale non-technical questions for customers and resellers. Provides toner, ink cartridges, pre-paid phone cards, and other items to build customer relations, maintain customer install base, and prevent escalations. Analyzes issues and coordinates resolution for both internal and external customers. Conducts surveys for benchmarking and issue tracking. Demonstrates commitment to customers by adhering to schedule and queue busting to maintain 95% Service Level within 180 seconds. Minimum Qualifications/Experience: Demonstrated multi-tasking abilities. Keyboarding skills at a minimum of 35 wpm. Ability to adjust to changing practices and procedures. Ability to conduct business with minimal supervision. Demonstrated ability to communicate effectively with customers in resolving service support issues. Core Competencies: The following core competencies are required knowledge at entry level: Windows 95/NT MS Word MS Excel Knowledge of PC and Peripherals Customer Relations/Soft Skills Multi Command Phone Operations Keyboarding >35 words per minute English Language Fluency Verbal Comprehension Effective Listening Technical Writing/Editing Skills Bilingual-Spanish (Optional).


For consideration, please include the#6641.

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