customer service associate resume

In conjunction, but not limited to, assigned task list duties, Able to work on feet (stand and walk) for assigned work shift, Provide accounting related customer service to agents, agencies, clients, and internal staff. Knowledgeable in all aspects of employee documentation maintenance in paper and electronic forms. Negotiations may include allowances, credits, or replacement orders, Follow up on outstanding issues/negotiations that may take months for final resolution. Summary: Professional Goals: Communicate and consult with business units as required, Receive and respond to customer issues, concerns, queries, etc., via telephone, Follow up with customers as required to ensure customer satisfaction with resolution, Maintain appropriate documentation and records of customer issues, concerns, action taken for resolution, etc., in accordance with Sears’ systems, policies and procedures, Ability to analyze cause of problem and take the initiative to apply appropriate solutions, Enjoy assisting people in finding solutions to problems, Can openly share information with others and work independently, Previous experience in a Call Centre an asset, Proficient computer skills, including keyboarding and data entry, In Person: 500 College St E, Belleville ON (between 8:00am and 4:00pm), Composition skills-- ability to consistently compose a grammatically correct, concise, and accurate written response to customer issues, Familiarity with multiple browsers, multiple tabs and window navigation, and instant messenger tools, Fluency in Windows Operating Systems and Microsoft Outlook, Identifying and agreeing the right solution for the customer, using your ability and your licence to wow, Thinking and acting like the customer, involving customers in determining outcomes that are best for them, understanding their short, medium and long term needs, Balancing different viewpoints and customer insight with policies, exercising clear judgement and initiative to reach the right customer outcome that is within the best interest of the Bank, Proactively working to avoid issues, confidently making self-initiated contact, anticipating needs and addressing customer queries and concerns efficiently and effectively and surprising with unexpected solutions, Interacting with customers on their terms, in an engaging way that demonstrates open-mindedness, actively listening and being genuinely curious, flexing your style to reflect customer preferences, Investigating customer queries, concerns and complaints whilst withholding judgement, using the conversation cycle and role modelling mutual respect to create exceptional customer experiences, Experience in delivering exceptional customer interactions in a professional and caring manner, The ability to balance different viewpoints, customer / client insight and policies to reach the right customer and Bank outcome, Excellent planning and organisational skills with a strong attention to detail in preparing for each contact and approaching each investigation using own judgement to balance with pace, Strong communication skills, both verbally and in writing, to deliver positive impactful communication needed to gather information, clarify circumstances, and explain outcomes clearly and effectively, The ability to remain in control and empathetic to move the conversation on and find common areas of agreement, Being an excellent team player, supporting a culture of individuality, fun, and the sharing and embedding of best practice but with the ability to work individually and under pressure, Active participation in tiered 2 accountability as part of TEOA PIM process, Price residuals: work with Sales, Finance, etc… to resolve, Be responsive to numerous requests for information and action: delivery, price, quality, transportation, etc…, Interact internally with Sales, Product Management, Quality, Engineering, Logistics, Pricing, etc… via telephone, email and IM to support our Customers quickly, Proactively provide updates to Customer concerns and escalate when appropriate, BA/BS degree preferred (Communications, Marketing, Business or Supply Chain preferred), This seasonal assignment will run approximately 3 - 6 weeks, Candidates must be able to attend a mandatory on-site training, dates to be discussed, Position pays $12-$13 per hour, with opportunities for pay increases, Answer incoming calls promptly to place orders, answer questions and assist with service issues, Create a positive and memorable experience for the customers by establishing a unique personal connection and engaging in a sincere and enthusiastic manner, Determine applicability and scope of problem resolution (recovery solution) and process replacement/refund as appropriate, Meet established department average handle time /quality service levels and other identified performance targets on a consistent basis as determined by side-by-side and remote monitoring, Additional responsibilities may include but are not limited to; processing email, assisting with telephone surveys, completing call tick sheets, participating in focus groups, Previous experience with customer service in a call center or retail environment preferred, Professional verbal and written communication skills; exceptionally friendly and conversational, Good judgment in terms of customer recovery strategies, High tolerance for heavy phone work/interaction with the public/emotional conversations, Demonstrated basic computer proficiency in a windows environment, internet navigation and keyboarding skills, Self starter and the ability to work independently with a high degree of accuracy, Must be able to work the week prior to holidays, May have access to confidential information which the applicant must maintain, Respond with empathy to complaints and concerns from members concerning health plan benefits, account status, payment history, and medical services, Initiate contact with the appropriate health plan, medical group and facility personnel to obtain information relevant to the concern or inquiry as needed, Evaluate data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery, Document according to procedure.

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