Support Services Representative

Location

Hartford County, Connecticut | Frankfort, Kentucky

Travel

0-5%

Responsibilities

• Processing of incoming customer inquiries promptly and efficiently through unscripted telephone, email, and chat conversations 
• Resolve incoming inquiries regarding login issues, billing issues, technical problems, service questions, and other general concerns. 
• Take detailed notes, document customer contacts quickly, and maintain customer records during and after each customer contact in Customer Relationship Management system. 
• Understand and determine the cause of problems quickly and apply the proper solution. 
• Review and process documents for compliance with established regulations 
• Execute online transactions and handle payment and other sensitive information securely and in accordance with company policies and procedures. 
• Demonstrate commitment to customer satisfaction and always interact with customers in a professional and courteous manner. 
• Solve technical problems with minimal supervision. 
• Navigate a computer effectively and learn to use and support multiple web-based systems quickly.  
• Provide accurate and complete information to meet customer needs and achieve satisfaction. 
• Work with supervisor to stay updated on product knowledge and company policies and procedures, and effectively handle changes in any of these areas. 
• Compile and report feedback on customer satisfaction 
• Other Responsibilities Assigned by Manager 

Qualifications: 

• Undergraduate/associate degree or minimum two years of related work experience 
• Outstanding verbal and written communications skills 
• Strong analytical thinking and problem-solving skills 
• Well versed in Internet usage including various browsers, settings, and maintenance 
• Understanding of Microsoft Office Applications 
• Strong organizational and prioritization skills 
• Knowledge of payment processing and/or knowledge of financial reporting a plus 
• Willingness to define new operational processes or procedures when the customer service team must take on new operational duties. 
• Works well with others in a team environment. 
• Strong phone handling skills and active listening 
• Ability to multi-task, prioritize and manage time effectively. 
• Exceptional communication and public relations skills with strong phone/email contact abilities 
• Active listener who can quickly discern customer’s needs. 
• Preferred experience with month-end close, CDB billing, and invoice procedures. 
• Maintains a positive attitude and effectively delivers a positive outlook/message in various circumstances. 
• Demonstrates a polite, tactful, and friendly attitude, fostering a supportive work environment.