CUSTOMER SERVICE REPRESENTATIVE – Part Time

This role is a non-technical customer service role for more complex client program requiring depth of product and service knowledge gained largely by in house training and time in position.  Independent thinking and good business judgment are crucial in this position. Call handling times are generally long and customer issues varied, requiring superior customer service and potentially creative solutions. 

SPECIFIC RESPONSIBILITIES

• Handles inbound and outbound calls of a general and specific nature
• Able to navigate multiple computer  programs while servicing the customer
• Takes highest level of escalated calls of an information and problem solving nature from other front line representatives as required
• May make final decisions regarding expenses or client promotional dollars in the interests of customer retention and satisfaction
• Reviews individual customer cases for consideration outside of normal policy or procedure
• Refers high level financial decisions to Team Leader
• Provides strong product / service knowledge resource to Business Center on areas of specialty usually gained from several years of experience
• May perform extensive fact-gathering exercises for specific customer demand situations including external contact with client representatives
• Interacts with client experts or in house specialist to obtain specific information for assisting customers and resolving problems
• Has evolved sensitivity and knowledge of potential financial risks relating to customer concerns and potential issues
• May compose and create letters to customers by white copy or e-mail
• Verify/document information on the computer database

ESSENTIAL QUALIFICATIONS

Education / Knowledge                                                    

High School Graduation or equivalent, General knowledge of windows-based applications and web technology

Experience / Skill

Prior knowledge of client business or industry gained through experience; Minimum 3 years experience in Customer relations in Call Center or similar environment; previous sales experience desired

Additional Information:

Hours of Operation:  10am - 11pm Monday through Saturday

Minacs is an Equal Opportunity, Affirmative Action Employer. We thank all applicants however, only those under consideration will be notified.