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Customer Service Representative

Company: Enlightened Inc.
Location: Albany
Posted on: January 16, 2022

Job Description:

Job Description We are in search of Customer Service Representatives (CSR) to become an essential part of our team The CSR is a pivotal role within the Contact Center who receives, investigates and resolves customer inquiries originating from phone, fax, email, chat and other communications channels. The CSR will respond to customers using the customers preferred method of communication and do so within a courteous and timely manner. The efficient utilization of various software applications is an essential part of this role, including internal and external websites, telephone systems, CRM applications and other resources. The CSR will enter applicable supporting information into systems and web forms on an application via computer. All transactions must be conducted accurately, courteously, and in a timely manner. Key Tasks Answer inbound telephone calls, chats and emails in a courteous, timely, and professional manner following established guidelines and policies Make outbound calls as necessary based on business needs Document customer interactions using a provided Customer Relationship Management (CRM) system Maintain a high degree of quality with each customer interaction as measured by internal quality monitoring forms and customer satisfaction surveys. Follow-up established escalation process for customer inquiries requiring more investigation and/or a higher level of support Use frequently asked questions (FAQs) and help look up and provide information to inquiries Utilize departmental knowledge bases and training material to answer customer inquiries Maintain up-to-date knowledge of policies and procedures as applicable Adhere to published schedule according to attendance guidelines May be required to work some weekends and holidays Perform other duties as assigned Qualifications and Skills High school diploma or GED required One-year customer service or contact center experience preferred Must be able to read and speak English clearly, professionally and fluently Excellent listening and human relations skills Must have the ability to organize simultaneous tasks for individual assignments and understand the process or workflow of each inquiry resolution Strong typing and writing abilities Ability to respond appropriately to changing situations Proven ability to work as a team member Bachelors or Associates degree preferred ABOUT ENLIGHTENED: Enlightened delivers end-to-end IT solutions with a focus on Cybersecurity, Management Consulting, and Software Development and Integration. As part of the Enlightened team, you will contribute in a meaningful way to projects that make a difference in our nation and around the world. As one of the Washington Metropolitan-areas fastest growing IT companies, we are always looking for creative, passionate and responsible employees. We acknowledge that intelligent, dedicated employees are our greatest asset and are continuously adding to our talented and diverse team. If you feel innovation, integrity and a drive to deliver are key components to success, we invite you to become Enlightened. WHY ENLIGHTENED? We provide a work environment that is positive, challenging, and that supports employees commitment to their communities. As an organization, we are dedicated to continual improvement and growth. We empower all employees to apply their unique background and expertise to serve our clients. Enlightened is firmly committed to treating all employees, customers, and partners with fairness, dignity, and equality. This includes providing an equal opportunity work environment. We do not discriminate nor tolerate discrimination in any form to include discrimination or harassment based on age, sex, sexual orientation, ethnicity, culture, religion, disability, or financial status.

Keywords: Enlightened Inc., Albany , Customer Service Representative, Hospitality & Tourism , Albany, New York

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