EASTWOOD | Customer Service Representative III (CSR III) - Online Advertising

Position Summary: 

Requires high level call center working knowledge. Manages end to end (360 customer interaction (case management) while delivering world-class customer experience. Requires ability to handle business to business transactions. Knowledge may be acquired through on the job training.  Requires a college degree or equivalent experience and at least 1 – 2 years of experience in the field or in a related area.  Individuals are often required to exercise independent and critical thinking skill. Familiar with Microsoft Products and services. Familiar with a variety of the field's concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of tasks. Reports to a supervisor.  Some degree of creativity and latitude is expected. 

Overall Responsibilities:  

• Answers telephone, e-mail, fax, letter, chat and on-line inquiries posed by customer 

• Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer. 

• Assists customers in processes including but not limited to in depth information on program benefits, terms and conditions, application options, as well as technical support on tools, and resolving any open issues with the customer 

• Processes application materials and other assigned tasks and makes compliance decisions in accordance with program requirements and Client guidelines 

• Records customer inquiries by documenting inquiry and response in customers' accounts. 

• Nurturing high-end clientele as the primary point of contact for customer queries related to account management including user access, benefits consumption, subscriptions enrollment, billing concerns, resolving any open issues, and other program and campaign information 

• May have client contact for clarification or information regarding business knowledge of processes. 

• May escalate issues about websites or tools and communicate information and directives. 

• Tracks and communicates escalations and outcomes.   

• Processes application materials and other assigned tasks and makes compliance decisions in accordance with program requirements and Microsoft guidelines 

• Conduct outbound contacts and provide email responses, managing all cases to complete resolution. 

• Collaborate with and engage other departments or support dependencies to completely address customer needs, including warm transfers/endorsements for out-of-scope concerns  

• Contacts customers for marketing, survey and follow up purposes 

• Captures and documents customer complaints or pain points to provide comprehensive insight on how the client can improve program offerings and business solutions  

• Keeps abreast of program changes and informational updates 

• Works with Microsoft products and Vendor owned tools and websites 

• Secures pertinent documents and Personally Identifiable Information with the responsibilities of protecting the data as defined in the client security requirement, company information security policies. 

• Complies with company set procedures 

• Upsells and offers technology products and services  

Job Requirements: 

• 2 years post-secondary education or relevant experience required  

• Customer Orientation and Focus 

• Ability to multitask (talk, type, navigate)  

• Minimum typing speed 40 WPM 

• Problem solving/Critical Thinking and resolution skills. Use multiple information sources to relate different data points together in context of the problem. Use probing questions to uncover unstated needs and deliver complete resolution.  

• Capacity for Complexity:  Grasp and retain complex program rules.  

• Resilience:  Quickly adapt and have a passion for learning. 

• Organizational and team work skills 

• Conflict resolution skills 

• Conceptual and independent thinking skill.  

• Experience with contact center technologies 

• Ability to work in a fast paced environment.  

• Excellent verbal and written communication skills:  Articulate complex concepts both oral and written in a way that customers can understand them. Ability to converse in a professional and business-like manner and must have the ability to control and influence the conversation. Serve as corporate spokesperson (brand ambassador).  

• Computer proficiency and knowledge of how and when to use reference material and on-line information.  Strong internet navigation and website user knowledge 

• Flexibility in regard to work schedules 

• Ability to maintain strict confidentiality with customer account information. 

• 1  to 2 years prior contact center or customer service experience preferred 

• Ability to handle complex product lines and customer inquiries. 

• Ability to transfer knowledge to others.