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Help Desk Support/Customer Service (Beverly Hills)
Job Description:
We are looking for a Help Desk Analyst / Customer-oriented service representative. A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
Candidates need to be able to assist members with questions regarding our member website and other third-party services we offer. Willing to conduct training and office presentations as needed.
Must have a flexible schedule.
Responsibilities:
Manage large amounts of incoming calls
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Skills:
Proven customer support experience or experience as a client service representative
Track record of over-achieving quota
Strong phone contact handling skills and active listening
Familiarity with Website systems and practices
Familiarity with Windows Operating Systems (Windows Vista, 7, 8, and 10 as well as MAC OS)
Ability to troubleshoot different web browsers (Internet Explorer, Firefox, Google Chrome and
Safari). Troubleshoot printing and internet connectivity issues.
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multi-task, prioritize, and manage time effectively
High school degree
