What are the responsibilities and job description for the Customer Service Representative position at Contactus LLC?
We are growing and expanding! ContactUs Communications is based in Columbus, Ohio and is currently have a client need for a Frontline Support Agent (Customer Service & Warranty)
Home Comfort Customer Service Representative
Training Start: September 18th
Training Hours: 8a-4:30p EST for 2 weeks
Production Schedule Hours AFTER Training:
Monday – Thursday 8a. – 6:00 p.m. Fridays 8a-5p EST NO WEEKENDS
Location: Work at Home
Responsibilities:
- Receives inbound calls from new and existing customers and answers questions about heating and cooling products.
- Use knowledge of products or services as well as great customer service skills to address issues, solve problems, provide product, or program support or other information, and satisfy customers.
- Processes all phone calls utilizing the required data entry standards and transfer protocols.
- Follows up with other key contacts as appropriate to resolve customer issues.
- May include other duties, such as email, data processing, order status/tracking or basic client account maintenance activities.
- Meets Quality Assurance requirements and other key performance metrics.
- Performs other duties as necessary and/or assigned.
- Ensures all ContactUs policies and procedures are adhered to.
Required Skills:
- Previous experience in customer service
- Excellent interpersonal, written, and oral communication skills
- Ability to type 30 wpm
- Must have ability to navigate computer systems, resources, websites, and office software (i.e., Microsoft Office).
- Must possess a professional and friendly demeanor and be able to quickly develop a rapport with customers over the phone
- Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
- Problem Solver with a continuous improvement mindset.
- Must be able to sit for extended periods of time
- 1-2 years minimum Customer Service experience
Preferred Skills:
- Familiarity with products ie HVAC systems, mobile app support, or basic electrical / electronics
- Previous experience with order processing systems, databases or tracking programs
- Advanced Microsoft Office experience
- Rapport building and excellent customer service skills
- Ability to navigate through multiple resources to find information looking for.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
EEO Statement:
ContactUs is an equal opportunity employer. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.
Salary : $30,300 - $38,400