Position Summary:

Requires some advanced call center knowledge; Generally requires multi-skill sets; Processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction. Work is more complex than CSR I and requires a higher level conceptual thinking skill. Requires a high school diploma or equivalent and 1-3 years of experience in the field or in a related area. Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals. Performs a variety of tasks. Works under direct supervision. Reports to a supervisor

Overall Responsibilities:

• 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. Communicates technical matters in laymen’s terms
• Records customer inquiries by documenting inquiry and response in customers' accounts.
• Supports account’s specific programs
• Assists in developing and streamlining procedures
• Nurturing high-end clientele and be contact person for status of application and orders, billing and/or payment issues, customer profiles, program and campaign information
• Answers telephone, e-mail, fax, letter, chat and newsgroup inquiries posed by customer
• Provides appropriate feedback and settlement to all customer contacts (including referrals to other organizations)
• Assists customers in required 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
• Takes orders over the phone for replacement materials
• Processes application materials and other assigned tasks and makes compliance decisions in accordance with program requirements and Microsoft guidelines
• Processes and investigates returns and/or manages customer cases to resolution
• Updates and maintains Contact Management System Software
• Contacts customers for marketing, survey and follow up purposes
• Performs necessary job costing functions. Enters manual orders into ERP system
• Captures and documents customer complaints
• Keeps abreast of program changes and informational updates
• Works with Microsoft and Vendor owned tools and websites
• Complies with company set procedures