CUSTOMER SUPPORT REPRESENTATIVE

CUSTOMER SUPPORT REPRESENTATIVE

02 Nov 2022
Indiana, Fort wayne, 46862 Fort wayne USA

CUSTOMER SUPPORT REPRESENTATIVE


Job Title: CUSTOMER SUPPORT REPRESENTATIVE

Location: Fort Wayne, IN 46802

Rate: Best as per Market

Duration: Full Time

Client: Direct Client (City of Fort Wayne)

Working under the direction of the Customer Support & Billing Manager, incumbent acts as the liaison for the customer and City Utilities. Incumbent should be able to effectively handle customer issues, complaints and inquiries while keeping customer satisfaction at the core of every decision and behavior. The incumbent is expected to exercise good judgment, independence, initiative, and professional expertise in conducting day-to-day operations. All work duties and activities must be performed in accordance with the City and Utility's safety rules and operating regulations, policies and procedures as well as federal, state, and local regulations.

Duties and Responsibilities:

Include the ability to interact with the public, City incumbents, and outside agencies with patience, tact, respect, and professionalism and the following. Other duties may be assigned.

CANDIDATE SKILLS AND QUALIFICATIONS

Customer Support Representative II (CSR II) - Possesses all of the qualifications of the CSR I
Position, and advanced knowledge of Customer Support department operations as gained through experience in Customer Support. Possesses proficiency in 3 - 4 divisions of Customer Support.
Customer Support Representative III (CSR II]) - Possesses all the qualifications of the CSR II position Possesses proficiency in 3 - 4 divisions of Customer Support. Oversees training for Customer Support staff on new and revised operating procedures and the development of training manuals and related materials. Maintains individual and department training records and updates training materials, manuals and procedures. Serves as a team lead for the department. Fills in when the Customer Support Supervisor is unavailable.
MARGINAL FUNCTIONS
Performs other duties as required.
PERFORMANCE EXPECTATIONS
The incumbent is responsible to manage their performance in accordance with this job description and the performance expectations provided to them by management. If at any time the incumbent is unsure of their role or specific responsibilities, it is the incumbent's responsibility to refer to their job description and ask for clarification from their supervisor. Management will work with the incumbent, as needed, to ensure performance expectations are clearly communicated and performance goals are achieved
Please send resumes to


OTHER KNOWLEDGE, SKILLS and/or ABILITES

  • Experience with billing software preferred;
  • Ability to meet and deal with internal and external customers with patience, courtesy and tact in person and over the telephone;
  • Ability to answer routine customer questions;
  • Ability to keyboard and perform data entry accurately, a keyboarding test will be administered;
  • Ability to resolve conflict, troubleshoot, and problem solve;
  • Ability to be organized, work effectively with a team, and be self-motivated;
  • Ability to compare names and numbers, and make arithmetical calculations;
  • Ability to communicate orally and in writing;
  • Ability to listen to customers; Clarifies and rephrases what customer has said;
  • Ability to stay focused and positive;
  • Ability to remain professional and always show respect for others;
  • Ability to operate standard office machines, scanner, do light typing, and data entry;
  • Ability to do routine clerical work consistently and accurately;
  • Ability to apply departmental rules and regulations relevant to the assigned tasks;

  • praveen@tryfacta.ai
  • abhishek.kumar@tryfacta.ai

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