senior customer service representative resume

Senior Customer Service Representative Resume Samples

A Senior Customer Service Representative is responsible for handling high-priority and escalated customer requests. Some of the roles and responsibilities of a Senior Customer Service Representative are handling clients/customers across the globe, training junior customer service representatives, prioritizing client requests, providing a smooth solution to escalated client issues . On a Senior Customer Service Representative Resume , the key qualification required is years of experience in the field of customer care .

Some of the skills and qualifications that are expected from a Senior Customer Service Representative are time management, product knowledge, a flair for communication and negotiation, knowledge on how to use various social media platforms to handle customer requests. Minimum education that is expected from a Senior Copywriter is a Bachelor’s or Master’s Degree in English, Science, or Arts. Relevant experience as a Customer Service Representative is highly preferred to procure this job.

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Senior Customer Service Representative Resume

Summary : Patient and empathetic Senior Customer Service Representative And Inside Sales with an extensive background in conflict resolution and Customer care. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer capabilities. To locate myself in a position where my extensive customer service background along with my knowledge of, experience with, and understanding of and the ability to positively and effectively interact with diverse populations are required.

Skills : Customer Service Representative, Mortgage Service, Recording Specialist, Mortgage/Title Post Closing, Default/Loss Mitigation, Customer Service-oriented

Description :

• Responsible for serving a client/customer base of approximately 32 lenders within the western region of the United States as lender team lead and point of contact providing appraisal reports for their clients.
• Acted on or facilitate problem resolution and set action plans with appraisers building and maintaining strong ongoing customer/client relationships by providing a high level of support, problem resolution, communication and assisting in studies to determine customer needs and customer leads.
• Documented, maintained records and files on a daily basis using logs, email queues, and various systems both in-house and customer base.
• Responsible for timely communication lenders and/or appraisers regarding any issues affecting the appraisals in process.
• Complied with corporate, lender, federal, state and local requirements for providing appraisals.
• Responsible for analyzing, resolving invoice and account receivable issues with appraisers and vendor management team.
• Coordinated issues with vendor management team providing training/product demonstrations for lenders serving as liaison to offshore customer service operations providing training to entry-level customer service reps provide best in class customer service to internal and external clients.
• Responsible for working as a backup to the administrative receptionist acting as administrative secretary to upper-level staff.

Summary : Excellent Senior Customer Service Representative with various skills focused on presenting an outgoing and optimistic attitude. Relevant Characteristics Customer service oriented with accuracy in cash handling skills. Detail-oriented which allows for proficient inventory control processes and procedures. Ability to listen and understand quickly. Practices in written and oral communication skills. Energetic, independent and a self-starter. Reliable and punctual.

Skills : Crisis Management, Leadership, Organization, Call Escalation, Software Training, Microsoft Office, Google Apps

• Understanding related tax and accounting issues presented by customers in order to provide customer support.
• Providing tax support of 1040, 706/709, 990, 5500, and planning software programs for Pro system FX clients.
• Directing clients to certain pages in the program where to input the tax return data to flow to the appropriate government form.
• Receiving electronic filing call inquiring about their status of the electronic return.
• Helping clear electronic diagnostics to allow the customer to e-file their return help the customer with their rejected return to be able to resubmit to IRS.
• Providing guidance for end-users with concerns to tax software and its usage.
• Helping clients troubleshoot system errors during install/uninstall procedures of the planning software updates.
• Help client's uninstall/install import wizard of the planning software.
• Helping clients install planning update for the network, standalone, laptop, and Citrix/terminal servers.

Senior Customer Service Representative/Specialist Resume

Headline : Senior Customer Service Representative Specialist with more than 5 years of successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and planning/implementing proactive procedures to avoid problems in the first place. Possess solid computer skills and ability to learn new programs quickly. Proficient in Microsoft Excel, Microsoft PowerPoint, and Microsoft Word. Ability to train, motivate and supervise customer service employees. A team player with leadership skills Fluent in speaking, reading and writing Spanish.

Skills : Microsoft Office, Bilingual, Cash Register, Copy/Fax Machine, Phone System, Filing.

• Served as a bi-lingual agent, also assisting Spanish speaking customers.
• Maintained quality control/satisfaction records, constantly seeking new ways to improve customer service.
• Provided information and support to agents in need of help when assisting a customer.
• Assisted customers in pre-selecting their new devices, and provided tracking information and activation dates.
• Completed returns and exchanges for customers within their buyer's remorse period.
• Handled escalation calls from customers requesting to speak with a Supervisor.
• Coached Agents on their metrics and find ways to improve overall performance.
• Attended daily huddles with leadership to discuss previous day's performance and ways to improve performance moving forward.
• Demonstrated high-level communication skills by expressing thoughts and information clearly using correct grammar.

Senior Customer Service Representative/Major Accounts Resume

Summary : A self-motivated hard-working Senior Customer Service Representative/Major Accounts looking to restructure and focus on a fresh professional career in a healthcare/customer service setting. Several years of experience working within health care and medical customer service and call center environments; as well as a solid educational background in the social sciences. Looking to obtain a position that will allow my professional demeanor and leadership qualities to shine.

Skills : Customer Service, Quick And Efficient Typing, Point Of Sales Systems, PowerPoint, Intermediate In Excel

• Interacting with health plan members through outbound and inbound telephonic contact to review and assess health plan member's eligibility for services.
• Contributing to the department's success by succeeding at departmental and quality metrics.
• Reviewing correspondences and/or inquiries from the health plan members to determine needs and fast track highly qualified cases.
• Acknowledging, following-up, and closing out correspondence and/or inquiries as assigned.
• Staying informed with current knowledge of state and federal regulatory requirements.
• Complying with all company and department operational guidelines and policies.
• Participating in the health staff and operational development programs as assigned.
• Successfully marketing, selling, and promoting company services in an outbound call center (production driven) environment.

Senior Customer Service Representative/Contact Center Resume

Summary : Motivated Senior Customer Service Representative with over 28 years of experience in a fast-paced, team-based environment. Responsible for taking care of customers needs. Customer Service Representative who maintains a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty over and off the phone. 

Skills : Strong Client Relations, MS Windows Proficient, Exceptional Communication, CRM, SAP, Sharepoint, Team Building

• Securing and entering customer orders quickly and accurately in response to telephone, fax or email communication from the customer or field sales representative.
• Quoting price and delivery per customer inquiries and follow up on quotes in a timely manner.
• Monitoring and renewing quantity contracts and scheduling agreements proactively.
• Expediting existing orders in response to customer and field sales inquiry.
• Ensuring superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
• Negotiating, in the best interest of the company, customer credit request and issuing the appropriate return authorizations as requested.
• Dedicated to continuously improving sales abilities and product knowledge.
• Creating new customers and maintain profiles in Customer Relationship Management (CRM) as information is provided.

Government Programs Senior Customer Service Representative Resume

Summary : Experienced and dedicated Senior Customer Service Representative with over ten years of high-level administrative and customer service experience in the public and private sectors. Demonstrate a true passion for customer service by proactively seeking ways to surprise and delight our clients and guests, always going above and beyond. Responsible for training all new employees to ensure the quality of customer service. 

Skills : Clear Communication, Positive Attitude, Passionate, WPM 50+, Great Listener, Reliable, Honest & Driven, B2B Sales

• Acting as the first point of contact for all clients and visitors providing a professional and friendly service as well as delivering an exceptional first impression.
• Serving as the primary resource in assisting clients within the center, whether showing a client to a meeting room, preparing their new office for move-in, troubleshooting basic technical issues, and moving furniture to accommodate their office needs.
• Providing that wow factor to our clients by taking pride in continually keeping the center show-ready by ensuring the business lounge/cafe, conference rooms, show offices, and common areas are spotless and prepared for our next guests at all times.
• Delivering client mail, sending client packages, and ordering their office's supplies, assisting with day-to-day operations of the center and office.
• Serving as a resource for clients seeking information, assistance or recommendations; a thorough understanding of all key services, products, and amenities are critical in the ability to deliver service in an exceptional and timely matter.
• Responding to requests for information regarding office functions responsible for processing client payments in Cashpro using remote deposits.
• Directing calls to the appropriate office or individual using a multi-line telephone system.
• Providing administrative support to clients including secretarial services, photocopying, printing, and faxing.

Senior Customer Service Representative And Inside Sales Resume

Summary : A highly organized, experienced, and friendly Senior Customer Service Representative And Inside Sales able to establish long-term, positive and fun relationships with clients and co-workers, skilled at working independently and as a team player. Recognized for providing exceptional customer service, strong skills in time management, work well under pressure and consistently meets deadlines. To obtain a position in a growth-oriented company where I can utilize my customer service and computer skills to provide enthusiasm and results in any given situation.

Skills : Exceptional Communication, Attention To Detail, Proficient In Cash Management, Quick Learner, And MS Windows Proficient.

• Contacting for researching and resolving internet inquiries and complaints/appeals from members, plan sponsors and pharmacy providers.
• Responsible for providing claim status information, benefit coverage interpretation, explaining plan design and eligibility.
• Coordinating efforts both internally and externally to successfully resolve service issues and develop process improvements intended to enhance the overall delivery of service.
• Documenting, tracking and trending all contact events and outcomes with clients using appropriate systems and processes.
• Educating customers on various elements of benefit plan information and available services created to enhance the overall customer service experience with the company.
• Drafting 15-20 formal letters per week to inform policyholders of developments and modifications to older policies.
• Succeeded in taking escalated calls which resolved customer questions, concerns, and complaints.
• Collecting customer feedback and making process changes to exceed customer satisfaction goals.

Senior Customer Service Representative - Lead Resume

Summary : Accomplished and energetic Senior Customer Service Representative with strong organizational and prioritization abilities. Motivated leader with areas of qualifications including good communication skills, goal-orientated and highly motivated. Experience professional with a proven background in customer service, ability to build productive customer relationships, resolve complex technical issues and win customer loyalty. To utilize my expertise in the field of underwriting and add to the growth of the organization.

Skills : B2B, MS Office, MS Excel, As400, Oracle, Account Management, Customer Service, Data Entry, Detail Oriented, Database Management, Lotus Notes, SAP, Training, Team Player

• Answering customer and agent telephone calls regarding existing policies as well as underwriting eligibility questions.
• Promptly responding to general inquiries from agents, insureds and other members of epic staff via e-mail, fax, mail, and telephone.
• Responding to questions and concerns about policies, and taking escalated calls from other customer service representatives.
• Maintaining monthly accounting reports for the customer service team as well as resolving any accounting issues for underwriting as well.
• Maintaining undeliverable mail information and following up with agents via letter to verify if the address is correct.
• Training representatives on all new amended underwriting or customer service changes.
• Resolving escalated client issues regarding problems with services and retained their business while ensuring customer satisfaction.
• Analyzing customer concerns and needs while balancing company revenue concerns.
• Responsible for answering inbound calls from customers and service providers in a call center environment.

Senior Customer Service Representative Specialist Resume

Summary : Enthusiastic and outgoing Senior Customer Service Representative Specialist with over 14 years of customer service experience. Proven leadership skills and ability to work under pressure. Strong background in MS Word, Excel, PowerPoint and Outlook. Cash handling and merchandising experience in a high volume retail setting. Extensive ten-year training in customer support, troubleshooting and client communications.

Skills : Organizational, Communications, Teamwork, Typing, Cash Management, MS Word & Excel Proficient, Superior Attention To Detail, Bilingual - Spanish.

• Providing assistance to representatives with complicated calls or questions.
• Providing assistance for key agents, including resolution of problems, concerns or general questions.
• Maintaining diplomacy when addressing matters escalated.
• Assisting current and new Representatives with escalated calls. Serving as a subject matter expert.
• Providing floor support. Providing thorough, efficient, and accurate documentation and updates in all required systems for each work event.
• Responsible for meeting monthly goals and quality standards through efficient and accurate work processes.
• Reviewing open accounts to determine and take appropriate actions through understanding charges, billed claims, payments, denials, adjustments, and refunds.
• Responding to verbal and/or written inquiries in a timely manner.
• Maintaining knowledge of functional area and company policies and procedures.
• Providing feedback to management concerning possible problems or areas of improvement.

Headline : Motivated, personable Senior Customer Service Representative. Able to quickly master technology - proficient in Microsoft Word and Excel. Accustomed to handling sensitive, confidential records. Flexible and versatile - able to maintain calm under pressure. Positive, self-starter, and task-oriented. Accurate handling of cash and other forms of payment. Proven superior quality, service, and communication skills with 5+ years experience in a fast-paced office environment including accounts receivable and customer service.

Skills : Problem resolution, Meeting deadlines, Self-starter, Microsoft Office skills, Administrative operations, Customer Service:

• Managing 3-4 accounts daily. Entering and processing orders within an internal database for order management.
• Running reports in Microsoft Excel and analyzing for accuracy.
• Following the customer order through its full life cycle.
• Responsible for handling 20-40 inbound and outbound calls, with the ability to determine needs and provide one-call resolution.
• Investigating and resolving customer inquiries and concerns in a timely manner.
• Entering detailed information into company proprietary software while conversing via telephone.
• Placing outbound phone calls for customers, confirmations or to obtain missing information.
• Working with other internal team members regarding next steps and following escalation protocol.
• Asking appropriate questions and listening actively to identify underlying questions/issues (e.g., root cause analysis).
• Gathering appropriate data/information and performing an initial investigation to determine the scope and depth of question/issue.

Assistant Senior Customer Service Rep I Resume

Summary : Qualified Customer Service Representative with several years in fast-paced customer service and call center environments. Personable and professional under pressure. Numerous years of diversified and progressive customer service and accounting experience. Extensive background in vault procedures, helpdesk operations, financial analysis, and technical support systems.

Skills : Customer Service Experience, Customer Relations, Negotiation, Networking, Multi-Tasking, Microsoft, Team Building, Training, Team Leadership.

• Authorized credit for new and existing accounts.
• Collected, validated and interpreted consumer financial profiles to extend credit beyond the system recommendations/guidelines.
• Provided training for new hires in company policies and procedures for new accounts, collections and customer service.
• Processed incoming correspondence via the internet and mail.
• Followed established guidelines.
• Contributed to team effort by accomplishing related results as needed.
• Prepared and reviewed a variety of memorandums, correspondence, reports, public notices, permits and documents as assigned; complete various forms; prepare and distribute reports for review and use; prepare and maintain a variety of forms used by an assigned department or division.

Senior Customer Service Rep Resume

Headline : Searching for employment where skills and education can be utilized to benefit of employer Job Title: Driver, Customer service rep Employer: Highland Express, Raleigh NC Length, Over 2 years 2 months Duties: Transport military recruits to and from medical appointments and to airport. Class B driver with Pass. Endorsement. Job Title.

Skills : Recent Graduate Of Phlebotomy With Boston Reed. Exceptional Communication As Well As Computer . Business Degree At Heald College.

• Provided clerical support to assist designated division staff in the completion of their duties and responsibilities.
• Assisted with the creation of Service Orders needed for the maintenance of a customer's water service.
• Coached and trained co-workers in best way to respond to customers, as well as in complex customer account inquiries.
• Answered telephones and responded to faxes and e-.
• Assisted patients and providers with setting up infusion and nursing care.
• Assisted in the resolution of issues among customers, credit and the accounting departments for mis-shipped or damaged product. Able to generate costs savings when appropriate by "donating" mis-shipped product to the customer when return costs exceeded the value of the product.
• Provided administrative support to the sales team with reports which included customers orders, product availability, and current pricing information. Timely reporting allowed the team to better track customer needs and helped increase understanding of current and seasonal product demands.
• Processed upwards to 100 sales orders per week either through electronic documents sent directly to the work queue or into the sap order system.

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Senior Customer Service Representative Resume Examples

Writing a resume for a position as a senior customer service representative requires a comprehensive understanding of the position and the ability to highlight your qualifications for the job. As a senior customer service representative, you are typically the go-to person for customer inquiries, resolving their issues, and handling complaints. You must be a problem solver and have excellent customer service skills. In this blog post, we will provide an in-depth guide on how to write an effective senior customer service representative resume that will get you noticed by potential employers. We will also provide several examples of resumes for senior customer service representatives, so you can get an idea of how to craft your own. By the end of this post, you will have the knowledge you need to write an outstanding resume that will help you land the job.

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Senior Customer Service Representative

123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]

I am a Senior Customer Service Representative with 8+ years of proven success in providing outstanding customer service while exceeding customer expectations in the most challenging work environments. My core skill set includes troubleshooting, problem- solving, and conflict resolution. I have extensive experience in customer service and have a successful track record of recognizing and addressing customer needs and providing solutions to difficult customer service issues. I am an excellent communicator and demonstrate a positive attitude which is a great asset in dealing with customer inquiries and providing support.

Core Skills :

• Strong interpersonal and communication skills
• Excellent customer service and problem- solving skills
• Ability to multi- task in a fast- paced environment
• Good organizational and time- management skills
• Excellent conflict resolution and decision- making skills
• Proficient in Microsoft Office Suite

Professional Experience :

• Senior Customer Service Representative, XYZ Company, 2012 – Present
• Handled incoming calls from customers and addressed inquiries and complaints
• Provided product and service information to customers
• Assisted customers in resolving complaints and issues
• Processed customer orders accurately and efficiently
• Provided accurate and timely documentation of customer transactions
• Trained new customer service representatives on various policies and procedures

Education :

• Bachelor of Business Administration, ABC University, 2008 – 2011

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Senior Customer Service Representative Resume with No Experience

• Focused professional eager to learn and develop customer service skills in a fast- paced environment.
• Proficient in communication and problem- solving.
• Able to effectively handle customer queries and complaints.
• Excellent communication and interpersonal skills
• Strong customer service orientation
• Ability to think quickly and handle multiple tasks
• Detail- oriented and organized
• Proficient in problem- solving

Responsibilities

• Actively listening to customer concerns and responding in a timely, professional manner
• Providing high quality customer service
• Identifying and resolving customer issues
• Maintaining a positive and helpful attitude
• Processing customer orders and inquiries
• Assisting with product promotions and sales

Experience 0 Years

Level Junior

Education Bachelor’s

Senior Customer Service Representative Resume with 2 Years of Experience

Dedicated and highly motivated Senior Customer Service Representative with 2 years of experience in a customer- centric role. Possesses excellent communication skills, both written and verbal, and is experienced in resolving customer complaints and queries. Proven ability to effectively implement customer service initiatives and strategies to exceed customer’s expectations. Possesses strong problem- solving skills, a positive attitude and the ability to work in a fast- paced environment.

• Customer Service
• Customer Relations
• Problem Solving
• Communication
• Interpersonal Skills
• Conflict Resolution
• Time Management

Responsibilities :

• Provide excellent customer service to all customers
• Handle customer inquiries, complaints, and feedback
• Identify customer needs and provide solutions in a timely manner
• Maintain customer records and data
• Develop and maintain customer relationships
• Communicate and follow- up with customers
• Ensure customer satisfaction and provide follow- up support
• Process customer orders and requests
• Develop and implement customer service initiatives and strategies
• Train and guide customer service team members

Experience 2+ Years

Senior Customer Service Representative Resume with 5 Years of Experience

A passionate and dedicated Senior Customer Service Representative with 5 years of experience in resolving customer inquiries, resolving customer complaints, and maintaining customer relations. Highly experienced in providing customer service in retail, call center, and online industries. Skilled in using problem solving techniques to effectively resolve customer issues in a timely manner. Competent in providing excellent customer service, demonstrating a professional attitude, and possessing excellent verbal and written communication skills.

• Verbal and Written Communication
• Computer Literacy
• Retail, Call Center, and Online Industry Experience
• Product Knowledge
• Provided excellent customer service, including resolving inquiries, complaints, and maintaining customer relations.
• Utilized problem solving techniques to effectively resolve customer issues in a timely manner.
• Demonstrated a professional attitude and excellent verbal and written communication skills.
• Managed time effectively and interacted with different departments to ensure customer satisfaction.
• Maintained knowledge of products and services offered.
• Responded to customer inquiries via phone, email, and live chat.
• Assisted customers with product orders and follow- up inquiries.
• Recorded customer information and transactions using a computer system.

Experience 5+ Years

Level Senior

Senior Customer Service Representative Resume with 7 Years of Experience

Highly motivated and experienced Senior Customer Service Representative with 7+ years of experience in customer relations and problem solving. Skilled in handling complex customer issues and resolving conflicts in a professional manner. Proven ability to build and maintain relationships with internal and external stakeholders. Exceptional multitasker and team leader, adept at working in fast- paced environments.

• Excellent communicator and problem solver
• Conflict resolution and customer relations
• Expertise in customer service
• Superior interpersonal skills
• Team leadership and multitasking
• Adaptable to fast- paced environments
• Provide outstanding customer service in a professional and courteous manner
• Handle customer inquiries and complaints in a timely and efficient manner
• Identify customer issues and take appropriate action to resolve them
• Develop and maintain relationships with internal and external stakeholders
• Monitor and analyze customer feedback to identify trends and opportunities for improvement
• Track and document customer service activities and results
• Collaborate with team members to ensure outstanding customer service
• Develop and implement customer service policies and procedures
• Stay up- to- date on company products, services, and policies

Experience 7+ Years

Senior Customer Service Representative Resume with 10 Years of Experience

Highly experienced Senior Customer Service Representative with 10 years of experience in the customer service industry. Proven track record of providing exceptional customer service to clients in a variety of settings. Skilled in resolving customer inquiries, problem solving and developing customer relationships. Possesses excellent interpersonal and communication skills.

• Customer Service Expertise
• Focused on Client Needs
• Multitasking
• Manage customer inquiries and complaints in a timely and accurate manner.
• Demonstrate strong problem- solving skills and the ability to resolve customer conflicts.
• Provide guidance and assistance to customers about products and services.
• Maintain a high level of customer satisfaction.
• Maintain accurate records of customer interactions.
• Develop and maintain customer relationships.
• Analyze customer feedback and suggest ways to improve customer service.
• Remain up to date on product and service information.

Experience 10+ Years

Level Senior Manager

Education Master’s

Senior Customer Service Representative Resume with 15 Years of Experience

A highly experienced customer service representative with 15 years of expertise in providing exceptional customer service. Proven track record of providing superior quality customer service and a commitment to providing customers with the best service possible. Possess excellent communication, problem- solving, and organizational skills. Experienced in various customer service software and programs. Strives to build customer relationships and ensure customer satisfaction on every customer interaction.

• Excellent customer service skills
• Superior problem- solving capabilities
• Exceptional organizational skills
• In- depth knowledge of customer service software and programs
• Ability to build strong customer relationships
• Ability to remain calm and professional in stressful situations
• Providing excellent customer service while handling customer inquiries and complaints
• Assisting customers with product and service inquiries
• Resolving customer complaints and inquiries quickly and efficiently
• Maintaining customer records in customer service database
• Answering customer questions and providing appropriate solutions
• Building customer relationships by providing excellent customer service
• Documenting customer interactions and providing follow- up information
• Assisting with sales and marketing programs to boost customer satisfaction
• Providing training and guidance to newly hired customer service personnel

Experience 15+ Years

Level Director

In addition to this, be sure to check out our resume templates , resume formats ,  cover letter examples ,  job description , and  career advice  pages for more helpful tips and advice.

What should be included in a Senior Customer Service Representative resume?

A Senior Customer Service Representative resume should showcase the years of experience and expertise the applicant has in the field of customer service. In addition to highlighting years of experience, this resume should also list professional skills, personal qualities, and certifications.

Here are some key points that should be included in a Senior Customer Service Representative resume:

• Proven track record of providing excellent customer service
• Ability to work in a fast-paced environment
• Ability to handle difficult customers
• Excellent communication and problem solving skills
• Proficient in customer service software and software programs
• Experience managing customer service teams
• Ability to develop customer service initiatives
• Knowledge of customer service protocols and procedures
• Detail-oriented with the ability to multitask
• Able to develop relationships with customers
• Working knowledge of customer service regulations
• Expertise in conflict resolution
• Training and coaching experience
• Certifications in customer service or related field

What is a good summary for a Senior Customer Service Representative resume?

A Senior Customer Service Representative is responsible for providing excellent customer service to customers. They should have strong problem-solving skills, be highly organized, and have the ability to multi-task in a fast-paced environment.

A strong summary for a Senior Customer Service Representative resume should highlight the applicant’s ability to provide outstanding customer service and build customer relationships. It should also emphasize their ability to troubleshoot customer issues quickly and effectively, as well as their experience in customer service, sales, and management. Additionally, the summary should include the applicant’s success in meeting customer satisfaction goals and any special customer service-related certifications held.

Overall, the summary should demonstrate the applicant’s commitment to providing superior customer service and helping customers find solutions to their problems. By emphasizing their knowledge and experience in customer service, sales, and management, the summary should clearly demonstrate the applicant’s ability to make a strong impact in customer service.

What is a good objective for a Senior Customer Service Representative resume?

A Senior Customer Service Representative should possess a combination of customer service and technical skills, making them invaluable assets to any organization. When writing a resume objective for this position, it is important to emphasize the skills that make you uniquely qualified for the role.

• Provide excellent customer service by responding to customer inquiries and providing accurate and timely information
• Handle escalated customer issues quickly and efficiently
• Utilize problem-solving skills to resolve customer issues
• Remain up-to-date on product and service offerings to effectively answer customer inquiries
• Collaborate with team members to ensure customer satisfaction
• Maintain a positive and professional attitude at all times
• Demonstrate the ability to work independently and as part of a team
• Develop and maintain effective relationships with customers
• Utilize strong communication and interpersonal skills to foster customer relationships
• Facilitate customer service trainings for new employees
• Ensure customer satisfaction by following up on customer inquiries
• Monitor customer feedback to identify areas of improvement
• Assist with implementing strategies to improve customer service
• Track customer service metrics and analyze trends for continuous improvement.

How do you list Senior Customer Service Representative skills on a resume?

When crafting a Senior Customer Service Representative resume, it’s important to highlight the skills and experience that make you the ideal candidate for the job. By highlighting the most relevant skills for this role, you can give recruiters a quick overview of how you can contribute to their team. Here are some of the most important skills to include on your Senior Customer Service Representative resume:

• Superior Communication: An effective Senior Customer Service Representative must be able to handle customer inquiries and complaints in a professional and courteous manner. They must also be able to clearly articulate solutions and instructions so that customers understand the recommended course of action.
• Conflict Resolution: Senior Customer Service Representatives must be adept at resolving conflicts and disputes between customers and the company. They must be able to remain impartial and calm in difficult and tense situations, while providing solutions that are mutually beneficial.
• Problem-Solving: The ability to analyze situations and develop sound solutions to problems is essential for this role. Senior Customer Service Representatives must be able to quickly identify potential issues and devise strategies to resolve them quickly and efficiently.
• Attention to Detail: Senior Customer Service Representatives must be detail-oriented when dealing with customer inquiries and complaints. They must be able to demonstrate accuracy in all facets of their work, including documentation, data entry, and record-keeping.
• Multitasking: Senior Customer Service Representatives must be able to juggle multiple tasks at once without becoming overwhelmed or sacrificing quality of work. They must be able to prioritize tasks, delegate responsibilities, and manage their time effectively.

By including these Senior Customer Service Representative skills on your resume, you can give recruiters an accurate picture of your qualifications for the position. This demonstrates your commitment to providing quality customer service and gives employers an idea of how you can contribute to their team.

What skills should I put on my resume for Senior Customer Service Representative?

When creating a resume for a Senior Customer Service Representative role, there are certain skills you must include to demonstrate a complete understanding of the job.

Below are some important skills that should be included on your resume for a Senior Customer Service Representative position:

• Excellent Communication Skills: As a Senior Customer Service Representative, you will be required to communicate effectively with customers through various mediums and in a professional and courteous manner.
• Problem-Solving Ability: You must be able to think quickly on your feet to resolve customer inquiries and complaints in a timely manner.
• Knowledge of Customer Service Software: You should be knowledgeable in customer service software such as Zendesk, Salesforce, or other customer service software programs.
• Experience with Data Entry: As a Senior Customer Service Representative, you should possess experience with data entry and be comfortable using computer programs such as Microsoft Word and Excel.
• Organizational Skills: You must be organized and able to multi-task in order to successfully manage multiple customer inquiries and requests.
• Interpersonal Skills: As a Senior Customer Service Representative, having strong interpersonal skills is essential in order to build relationships with customers and colleagues.

By including these skills on your resume for a Senior Customer Service Representative role, you will be able to demonstrate to a potential employer that you have the required qualifications for the position.

Key takeaways for an Senior Customer Service Representative resume

For a Senior Customer Service Representative role, your resume should reflect your experience and skills. Here are some key takeaways to help you craft a successful resume:

• Highlight your customer service experience: Include a summary of your customer service experience, key skills, and any accomplishments. Be sure to include details about any customer service awards or certifications you have earned.
• Make use of strong action verbs: Use words such as “resolved,” “negotiated,” “facilitated,” and “implemented” to describe your customer service experience.
• Include soft skills: List any soft skills you have that are pertinent to the customer service field such as problem solving, conflict resolution, or communication.
• Be specific: Include details such as the type of contact you had with customers and how you handled challenging customer service calls.
• Use metrics: Include any metrics such as customer satisfaction scores or customer retention rates that demonstrate your success in customer service.
• Showcase your technical skills: Include any technical skills you have such as knowledge of customer service software.

By following these tips, you can create a compelling resume that showcases your experience and skills as a Senior Customer Service Representative.

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Senior Customer Service Representative Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the senior customer service representative job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

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Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

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• Assists Supervisors and Managers with coaching, and helps develop new agents or low performers
• Provide assistance to the Manager, Retail Banking in developing and maintaining the branch’s deposit portfolio
• Provide assistance to the Manager, Sales & Service in developing and maintaining the branch’s deposit portfolio
• Manage all assigned major or key account contacts within established procedures and performance standards
• Create a strong working relationship with Advisors and their assistants
• Analyze statistics and provide management team with KPI’s that will assist with efficiency, scheduling, etc
• Work with the customer contracts, calculation of the works provided
• Ongoing communication with SECA sales Specialist and customers
• Up-sells to customer upgrades as necessary
• Ensure customer orders are processed, maintained, shipped while monitoring and driving on time and goal achievement
• Handle all inbound/outbound (English/French) calls from/to Home Depot sales associates, end customers and delivery agents regarding pre- and post-purchase inquiries, individual Home Appliance orders and ETA on inbound product
• Tracks call related information of each call received for auditing and reporting purposes
• Proficient in MS Office software including Excel, Outlook and Word
• Exceed productivity standards; such as overall accuracy; maintaining Service Level of Agreement; backlog management of departmental and individual markets and maintaining daily statistic
• Work closely with and help Susquehanna Commercial Finance President train new hires
• Work with insurance and PPT administrator to resolve customer issues
• Provide Bill of Sale, invoice and copies of documents to customers
• Work closely with other departments in the Bank to resolve customer's issues
• Take ownership of customer problems and follow through until resolution is achieved
• Update Lease Plus accurately with revised customer information (e.g. phone/fax numbers, address changes)
• Ensure the utmost confidentiality
• Professional skills in communications and writing; strong interpersonal skills; and very good PC user skills
• Strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service)
• Detail oriented with ability to prioritize and follow through with commitments
• Self-motivated, confident, reliable and able to plan and follow up on outstanding issues
• Strong analytical and problem solving skills, ability to trouble shoot data
• Proficient computer skills, including keyboarding, with knowledge of MS Word and Excel and insurance administration systems
• Responsible, reliable, dedicated and accountable
• Ability to understand and follow basic instructions and guidelines
• Ability to organize thoughts and ideas into understandable terminology
• Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product

15 Senior Customer Service Representative resume templates

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• Respond to and resolve customer service requests according to EquiTrust policies in a prompt, efficient and courteous manner for internal and external customers, department staff and other contacts
• Perform case management for life insurance applications from the point of application receipt, throughout the underwriting and approval process, and conclude when the policy is issued
• Coordinate policy processing among 3rd party Underwriting team, EquiTrust staff (Sales/Marketing) and other intermediaries
• Facilitate ordering and retrieving all necessary underwriting requirements, telephone interviews, attending physician statements, etc and is responsible for all required follow-ups to ensure seamless and timely processing of the application
• Prepares illustrations as needed for policy issuance
• Communicate with other insurance companies regarding replacements from other insurance or annuity companies
• Determine accurate premium amounts are in place to issue the policy and ensure it is within premium limits. Administer communication regarding Modified Endowment Contracts (MEC)
• Maintain and provide management reports on a defined basis regarding the status of each assigned case
• Communicate on both a written and oral basis, with stakeholders including agents, IMO’s, and clients, and internal departments such as Underwriting, Sales Support, Compliance and Actuary. Strictly adheres to HIPAA guidelines in all communication
• High school graduate or equivalent required; associates degree in business or other related discipline preferred
• Professional industry designations such as Chartered Life Underwriter (CLU), LOMA’s Associate Life Management Institute (ALMI), Associate Customer Service (ACS), or Associate Customer Service (ACS) or demonstrated work toward achieving designations
• Six to seven years life insurance experience in new business or underwriting with solid knowledge of life insurance taxation aspects (MEC, TAMRA, Guideline Premium Tests) and basic understanding of medical terminology as related to life insurance required
• Strong communication skills, including oral and written skills
• Ability to learn quickly and understand complex administration systems
• Organized, multi-tasking, self-directed
• Professional communication and diplomacy
• Innovative and inquisitive
• Strong attention to detail; accurate
• Proficiency in S & S Customer Service, Order Entry, UOPS,CSI Order Management Reservation, WM
• College 2 or 4 year degree preferred or commensurate business experience
• Professional telephone and email etiquette
• Excellent written /verbal communication
• Excellent analytic and judgment ability
• Proficiency in Microsoft Office Suite, Internet
• Analyze statistics and provide management team with KPI’s that will assist with efficiency, scheduling, etc
• Will be responsible to oversee the Quality Assurance program and assist, as needed in the review process
• Access email volume and call volume and make recommendations on how to meet departmental goals which are: ASA 6:30 or under, % return to queue 1% or under, emails solved per hour of idle time 7 or more, Email % one touch at 85% or greater, Availability at 75% or greater, and Sales per call at $6.75 or higher
• Responsible for sending out daily/weekly/monthly stats to all team members
• Key Licensee Contact - work closely with licensees on ensuring that customer issues are handled properly. Identify areas where assistance is needed and bring it to the attention of management
• Assist in answering consumer calls and emails for the four retail divisions and store phone lines. Resolve all issues associated with those calls/emails, making certain that consumers and stores are serviced properly and efficiently
• Will cover as a key escalation contact person
• Assist supervisors with special projects, as needed
• Will handle set up and maintenance of all statistical phone and email reporting
• Posting of current Heritage and Designer Promotions on the internal Help Center
• 1 to 3 years customer service experience; apparel industry experience preferred
• Excellent verbal, written, and interpersonal communication skills required
• Ability to juggle multiple priorities and work well with a demanding workload
• Strong computer skills with Windows background including Word
• Very Strong Excel experience creating spreadsheets, pivot tables, and presentation charts
• Must enjoy a fast-paced environment, and be able to juggle multiple projects
• Must have the ability to make split-second decisions in order to resolve customer issues
• Must demonstrate a positive attitude and be a team player
• Knowledge/experience with HTML language is desired
• Education and Accreditation
• Completed high school education, or equivalent work experience
• Bilingual: French & English
• Provide moderate to complex customer support by phone, email, or instant message
• Process customer orders or changes of address, and assist customers with billing issues or questions in a timely manner
• Track and document inbound support requests and ensure proper notation of customer problems or issues
• Update customer information and ensure accurate entry of contact information
• Associate’s degree is typical
• 4-5 years of experience
• Excellent time management and organizational skills in a high-volume environment; with the ability to set priorities and multi-task
• Excellent verbal /written communication skills
• Proficient in Microsoft Office systems (word, excel, outlook)
• Working knowledge of SAP or Oracle systems desirable
• Must be able to exercise good independent judgment
• Respond to customer requests by phone and/or in writing to ensure customer satisfaction and to assure that service standards are met
• Process customer requests in a timely and accurate manner (may require the performance of financial calculations or the ability to compose effective, professional written communications)
• Integrates Knowledge and experience as a skilled specialist
• Possesses a broad knowledge of related processes, disciplines and their interdependencies
• Possesses deep technical knowledge in area of specialization
• The physical requirements of this position require the ability to sit at a desk for extended periods of time, use a computer for extended periods of time, and use the telephone to interact with customers for extended periods of time
• Enter data for new business applications, including verification of all data according to New Business guidelines
• Train new employees on application processing policies and practices
• Facilitate the ordering and retrieval of all necessary underwriting requirements including telephone interviews, attending physician statements, etc. responsible for all required follow-ups to ensure seamless processing
• Prepare illustrations for policy issuance
• Prepare transfer/1035 letters of acceptance, selecting proper line of business and match paperwork according to customers’ requests
• Communicate with agents/IMOs to ensure all new business requirements are satisfied; follow up with resigning custodians on pending incoming transfers
• Verify incoming money applied to policy/contract and issues contracts
• Request and record cost basis on non-qualified contracts
• Coordinate, prepare and sends e-mail or written correspondence and service requirements to agents and clients
• Participate in administration system and business process testing and time-sensitive projects
• High school graduate or equivalent required; Associates degree in business or other related discipline preferred
• At least three years life insurance and/or annuity contract experience in a call center, new business or in-force customer service role or comparable insurance or financial services experience
• Thorough knowledge of annuity and life products and processes, especially for fixed and indexed annuity products and current tax laws and regulations as applied to life and/or annuity policies and contracts
• Proficient computer skills, including keyboarding, with knowledge of MS Word and Excel, and insurance administration systems (SEG and DST)
• Demonstrate ability to multi-task and flexibility in scheduling of daily activities
• Validate order book proactively to ensure customer terms on specific orders are achieved
• Process, coordinate and investigate Account shipment claims or return requests received via telephone, fax, and mail or otherwise following existing Company policies, procedures and programs
• Provide leadership, coaching, training and mentoring to customer service team members
• Develop and review individual and team KPI’s and transactional activities to improve business
• Standards, service levels and financial results
• Develop and review reports relating to order book KPI’s and transactional activities of the team including forecasting
• Support the CS Manager with staff evaluations, team decisions and strategic development
• Comfil and B2B subject matter expert and troubleshooter
• Excellent command of French/English language
• Minimum 2-3 years of customer service related experience (preferably retail environment
• Manage Digital contract process by examining them for accuracy and making appropriate changes. Provide analysis on deliveries, and provide order/contract ATP review. Maintain ongoing communication with a variety of departments to provide updates, track factory orders to preserve inventory feed integrity, as well as manage order fulfillment
• Develop fulfillment process for all cancelled digital orders in order to enhance customer experience and gain incremental revenue. Coordinates activities with Digital Planning team and the DC for special requests and promotional events
• Develop and cultivate key partnership with Digital Planning to maintain weekly and monthly On Order ATP reporting and communicates information to Allocations Department for Inventory Feed validation with an emphasis on fill rate requirements
• Manage and understand the Digital order flow forecast and how that relates to contracts in the backlog. Track and report out on actual to plan
• Acquire and maintain a working knowledge of the account's unique business needs and practices as well as Cole Haan's policies and procedures as guidelines in the execution of the above responsibilities
• Manage orders for all Cole Haan product lines by leveraging technology to receive orders (EDI, B2B, [email protected] ) and allocate inventory (Release Rules) to fill levels that balance quantity, collection, time of delivery with Cole Haan business operating efficiencies and vendor compliance requirements
• Initiate proactive order fulfillment activities that will streamline the fulfillment process. Partner with the account, the account executive and internal operations to diagnose areas of opportunity to gain efficiencies. Represent the customers' operating requirements to internal operations to facilitate changes
• Drive the analysis of order performance as indicated by the order fulfillment metrics: past cancel, allocated and held, ATP in or ATP out of the month, contract draws to take corrective action to best utilize inventory by manipulating the allocation of product between customers. Design and develop major account specific metrics to track Cole Haan performance
• Take the initiative to participate with management to create and sustain an environment that challenges complacency and welcomes the energy of creativity
• Participate in the change required to achieve positive results in a challenging, highly competitive wholesale environment. Create and sustain dialogue with assigned accounts and account executives to understand the direction of the business and the role of the product. Advocate change in order fulfillment management as necessary to stay competitive
• University degree/college diploma or equivalent work experience
• 2 years of related customer service experience
• Good knowledge of standard desktop applications used by the business unit
• Good knowledge and understanding of the business unit’s key products and services, processes and controls
• Good knowledge of workflow priorities and deadlines in processing areas that interface with the business unit
• Good oral, written and listening communication skills, with ability to explain procedures and legal requirements clearly and concisely
• Communicate effectively
• Adapt and learn
• Good, independent judgment
• Build collaborative relationships
• Formally respond to major or key account contacts and inquiries via multiple channels such as phone, email or online chat
• Process major or key account orders and generate quotes according to established procedures
• Maintain major or key account files according to established procedures. Accurately account for and track all major or key account contacts
• Manage major or key account information needs and proactively provide information to appropriate internal departments when information is not available, incorrect or outside established norms
• Provide major or key account with pertinent product information and/or company marketing information in order to maximize sales opportunities
• Conducts problem/account management activities such as but not limited to researching problems, initiating corrective billing, resolving shipping/fulfillment problems, managing back order lists
• Maintain detailed knowledge of the products, policies, and marketing strategies of the supported business unit(s)
• Identify process improvement opportunities and make recommendation to the supervisor or manager
• Attend Business Unit Sales meetings, as needed
• Meet with Major or key account customers, as required
• Reliable attendance and punctuality is critical to successful performance in this role
• All other responsibilities, as assigned by management. (This is usually a temporarily assigned task. I.E. Assist with special projects as they are assigned)
• Ability to solve practical problems. Ability to interpret a variety of instructions furnished in oral, written or schedule form
• Must have a service oriented focus that benefits the customer base and the company
• Attention to detail and accuracy is a must
• Provide World Class Client Service to Merchants, Resellers and other Customer Service Representatives via inbound phone calls, email or chat
• Handles escalated issues for Merchants and Resellers
• Provides Floor Monitor support via chat to assist and answer questions from internal customers
• Works billing related tickets requesting refunds and researches the compliance of such requests
• Responds to incoming customer requests quickly, proficiently and professionally while meeting specific quality expectations
• Update the ticketing system with current status of all ongoing issues and Merchant Contacts
• ​Customer service representative experience required within Authorize.Net Merchant Support with excellent performance results
• Demonstrated commitment to quality and customer service
• As part of a team of financial professionals,you will consistently deliver great customer experiences within a branch environment
• You will ensure compliance and adherence to Bank policies and procedure,as well as,assist with branch administration and operations through completion of assigned tasks to ensure an effectively and efficiently operating branch
• Sales and service oriented with a demonstrated ability to proactively listen,identify sales opportunities and solve problems
• Providing superior technical support to our clients and cardholders, via telephone or email, in order for them to efficiently manage their transactions and expense reimbursement via the MasterCard online system
• Handling a wide range of cardholder queries regarding the day-to-day running of their commercial card accounts
• Dealing with calls from authorisation centers and merchants regarding the processing of transactions
• Managing more complex cardholder and client queries to a mutually satisfactory resolution and, where necessary, take responsibility for escalated issues from other areas of the team
• Ensuring that all information transferred to and from the cardholder is recorded accurately, and that confidentiality is maintained in accordance with the FCA Regulations and Data Protection Act
• Being consistently focused on quality of work to ensure the correct balance between customer service and adherence to bank policies and procedures is maintained
• Servicing all telephone or email requests received from cardholders and clients, within defined SLAs
• Assist with special projects as assigned by management
• Perform miscellaneous duties as assigned by management
• Update bank records in accordance with Data Protection requirements
• Driving sales through exceptional customer service
• Assists in maintaining store standards
• Responsible for knowing and achieving personal sales goals
• Participates in receipt and placement of merchandise

Senior.customer Service Representative T&O Resume Examples & Samples

• Strong oral, written and listening communication skills, with ability to explain procedures and legal requirements clearly and concisely Attention to detail and the ability to multi-task in a fast-paced environment
• Knowledge and understanding of the business unit’s key products and services, processes and controls
• Understanding of the business unit’s risk and regulatory requirements
• Knowledge of workflow priorities and deadlines in processing areas that interface with the business unit
• Analytical and problem-solving skills; good investigation skills
• Prioritization and organizational skills
• Research and analyze transaction patterns to determine dispute type
• Clearly educate cardholders on the dispute process, timeframe and provisional credit guideline
• Efficiently document fraud and non-fraud cases with detailed notes regarding the case and the action taken
• Properly 'status' Lost/Stolen calls for fraud dispute scenarios and replace card when applicable
• Accurately identify and service various program/client-specific programs
• Able to work the shift of 7:00 am – 3:30 pm
• Utilize Circulation system to process and follow through on all customer inquiries in an accurate and timely fashion. Provide regular and timely feedback regarding customer complaints and concerns. Maintain accurate and timely reporting of work performed on a daily/weekly basis
• Compose and send written correspondence to customers as needed. May also create or update written procedures
• Work effectively with other Customer and Field Support team members to ensure the highest level of communication and productivity
• Complete reports accurately and on time
• Support the circulation department by performing other miscellaneous duties as assigned
• Ability to organize and follow through
• Excellent computer keyboarding skills
• Ability to type a minimum of 50 wpm
• Demonstrated ability to work independently, and to carry out assignments to completion with accuracy and minimum instructions
• Ability to adhere to prescribed routines and practices

Senior Customer Service Representative Internal Applicants Resume Examples & Samples

• Provide expertise and customer service support to customers by responding to incoming calls, emails, & chats promptly and answering questions regarding a variety of service issues including but not limited to ordering ,quality, delivery, billing, etc
• Assist Team Leaders with providing direction and support to CSR’s as appropriate to help ensure completion of daily roles and responsibilities, and to help individuals and teams reach performance goals
• Use business tools and techniques to assess performance of CSRs, and/or CSR’s recently transitioned from Nesting to help identify performance gaps, reasons for the gaps, and to assist with supporting development action plans as appropriate
• Build and maintain business relationships, as well as open lines of communications with our partners in Training, QA, and other support areas
• Assist Leadership team with employee adherence to company values, quality and PCI requirements, accuracy, schedule, and other expectations in a fast-paced, market specific contact center
• Partner with the Training department as appropriate to support the training of customer service representatives based on business need
• Assist with customer escalations by responding to incoming calls, emails, & chats promptly and answering questions regarding a variety of service issues including but not limited to ordering, quality, delivery, billing, etc
• Minimum of Level 3 CS Representative meeting all minimum KPI’s, has no disciplinary action and/or conduct issues for the past 90 working days
• Requires ability to work a flexible schedule including nights and weekends as needed to support the needs of the business and performance requirements
• Demonstrates strong working knowledge and understanding of call center performance metrics (i.e. service levels, KPI’s, etc.), as well as our systems, products, services, policies, procedures, etc
• Champions and role models BBCOM core values
• Multi-task along all contact channels including phone calls, emails and chats
• Review and analyze performance data in an effort to identify performance trends
• Identify areas for performance and/or process improvement and propose viable solutions
• Problem solve
• Adjust roles and responsibilities at a moment’s notice in response to business need
• Encourage and motivate others
• Organize and manage time efficiently
• Act with integrity and maintain a high level of confidentiality
• Work effectively in a team environment and maintain a professional and positive manner
• Provide real time feedback in observations and mentoring of CSR’s
• Embrace and champion change
• Communicate effectively in a clear and efficient manner with a variety of individuals both verbally and in writing
• Ability to perform other related duties and responsibilities as assigned or required
• High school education or equivalent
• Intermediate experience with Microsoft Office Suite preferred
• Product and Process
• Risk and Control
• Business Performance Management
• Product and Process Provide cost-effective first-level business support by applying appropriate solutions and/or performing research, investigation and problem-solving. Review and respond to all customer inquiries (phone, fax, email and workflow technology) with high quality, professional service and within operating standards, and complete required transactions, corrections and related communications. Resolve the majority of issues as specified in the service level agreement/ business partner agreement (SLA/ BPA) as the first point of contact. Provide excellent customer service in the resolution of more complex customer issues, and provide regular updates to manager and internal business partners. Resolve discrepancies/ exceptions that frequently deal with non-routine situations, requiring further analysis or investigation. Enable productive relationships with internal business partners and other functions through responsiveness and support. Proactively work with others (i.e., own team, shared service centre,other operational areas, internal business partner and/or external customer) to ensure delivery of timely, quality and efficient customer service. Provide on-the-job assistance and training to others, as requested. Process and/or fulfill more complex, non-routine transactions. Address and resolve repetitive problems that may negatively impact customers; escalate to manager, where necessary
• Risk and Control Keep informed of changes in regulatory requirements and Bank standards, policies and procedures (P and Ps) relating to product area(s). Understand and follow regulatory and compliance procedures. Note: Shading denotes the progression of work and elements of work that increase in accountabilities from one grade to another

Senior Customer Service Representative Gcas Resume Examples & Samples

• Respond to inbound telephone calls, many of the calls will generate an outbound call regarding information on aspects of multiple Visa products, including, but not limited to, following up on emergency card and cash services
• Evaluate the nature of each call and determine the appropriate action to complete the call
• Ability to learn and adjust quickly to changes in process
• Quickly respond to Manager/Lead request to support workload redistribution

Senior Customer Service Representative DPS Resume Examples & Samples

• Requires a minimum of 6 years' experience in a customer service environment
• A minimum of 3 years in a Contact Center environment and minimum of 1 year in GCAS
• Maintain confidentiality
• Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards
• Act as peer mentor to customer service associates
• Handle assistance calls from peers
• Resolve client inquiries by utilizing multiple technological sources, including but not limited to telephone, live web chat, email responses, and customer submitted web inquiries
• Strive for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner
• Act as second tier support for escalated customer calls
• Identify trends in call escalations and recommends training topics to management
• Help drive agent performance and client knowledge to enhance business
• Manage and resolve identified client issues for assigned customer accounts
• Data enters information into various computer applications
• Navigate through the knowledge base to identify appropriate resolution for client issues and concerns
• Assist agents with knowledge base navigation
• Escalate unique client concerns or inaccurate information contained in knowledge base to the immediate supervisor for resolution
• Project a favorable image of the company to promote its objectives and goals and enhance client and customer relationships
• Participate in internal training programs to expand job knowledge and support multiple clients
• Provide delightful, efficient and accurate resolution to customer inquiries
• Any other duties or projects as requested by management
• Strong personal computer /Mac troubleshooting skills; ability to solve problems and determine root cause of issues
• 1-3 years of technical support/troubleshooting
• 1+ years experience working with web sites, applications, and networks
• Windows/Mac/Linux technical experience
• Ability to motivate, educate and encourage others
• Must have computer knowledge equivalent to needs of particular client type
• Familiarity with education related technologies
• Must be able to handle multiple job tasks at one time and escalate issues timely
• Basic knowledge of Microsoft Office products
• Microsoft Certified, or Apple Certified Technical Coordinator (ACTC)
• Two years of customer service experience highly preferred
• Previous experience in the education industry and e-learning technologies
• Some college preferred
• Contact center experience preferred
• Listens carefully to identify customer needs and expectations
• Track and document inbound support requests using established CRM system and ensure proper notation of customer problems or issues. Update customer information and ensure accurate entry of contact information
• Maintain quality service by following established policies and procedures
• Ensure proper security procedures are followed on all customer interactions
• At least 1 year of experience in a call center environment
• Experience with a call center management phone system
• Proficient in MS Word, Excel and e-mail, PC operations, web browsing and easily navigates in a Windows environment
• Pleasant, friendly and has good telephone etiquette and written communication skills. Spanish language skills are a plus but not required
• Experience answering customer questions over the phone or via e-mail & chat
• Prior experience working in a call center is preferred
• Bachelor’s degree is preferred
• Experience with Live Chat a plus

Gcas Senior Customer Service Representative Resume Examples & Samples

• May assist with new hire and refresher training or contribute feedback for training program updates
• Serve as escalation point for moderately complex calls requiring advanced knowledge of product line
• Minimum of 4-6 years experience in a customer service environment. (AP, Canada, LAC, US) OR Professionally qualified or studying towards qualification with demonstrated knowledge in area of assigned tasks. (CEMEA)
• Manage all customer contacts within established procedures and performance standards
• Formally respond to customer contacts and inquiries via multiple channels such as phone, email or online chat
• Process customer orders and generate quotes according to established procedures
• Manage customer information needs and proactively provide information to appropriate internal departments when information is not available, incorrect or outside established norms
• Bachelor’s degree or equivalent from a four-year College or University; OR one to two years related experience and/or training
• Previous experience in the educational field is a plus but not required
• 70%: (Non-sales) transactions, on-wicket
• 10%: Operations and Administration
• 5%: Branch meetings
• 5%: Participate in Coaching Activities
• 10%: Risk Management
• Identifies, documents and reports all inaccuracies or procedure breaches to management
• Provide day-to-day support to Visa client institutions and Visa program managers to ensure customer expectations are exceeded. Set-up new users, identify, troubleshoot, and resolve processing, application usage, or business issues, as well as on-boarding new Visa initiatives and programs
• Own level 1 issues through resolution working with VISA product, application, business or development groups
• Understand the customer's needs, business requirements and priorities; Know when Level 2 Support escalation is needed
• Compiles and updates production escalation trackers throughout the day and end of day production reports highlighting actions taken and QA measurements
• Data entry in multiple internal applications
• Works with the production floor and other departments to coordinate workflow and ensure a seamless operation
• 4-6 years working experience with additional 2-3 years of customer service and/or office environment experience providing administrative support
• Ability to handle multiple projects simultaneously while meeting deadlines
• Must be able to work effectively independently and collaboratively
• Must have the ability to remain objective while performing quality control functions
• Able to demonstrate a thorough knowledge of Microsoft applications with a focus on Outlook, Word, Excel and PowerPoint, as well as familiarity with internal CRM applications
• MUST BE FLUENT IN ENGLISH & POLISH
• Takes ownership of customer concerns and strives to be the primary connection between the customer and our organization
• Responds to customer questions, inquiries, requests and problems accurately, concisely and appropriately
• Continually portrays and projects a positive and professional image of TCF. Consistently achieves the established standards of the position
• May be asked to perform training for less experienced representatives
• Performs other duties as assigned or apparent
• High school graduate or equivalent work experience
• 12 consecutive months as a Customer Service Representative (full-time or part-time)
• Demonstrated ability to exercise good judgment
• Successfully handles complex calls and maintenance transactions with minimum assistance
• Successful completion of all required Training Track coursework or evidence of customer service, negotiation and problem solving training classes
• Analyzes inbound records for multiple Twitter handles moved into the various Work bins within IWS and email items received through the Social Media support mailbox, for accuracy of response and proper procedure handling before publishing comments publicly
• 6 years working experience with additional 2-3 years of customer service and/or office environment experience providing administrative support
• MUST have 2 years minimum experience in supporting GCCS Digital Services

ESC Senior Customer Service Representative Resume Examples & Samples

• Courteously, accurately, and professionally respond to inbound calls from Citi employees and Citi vendors for all Accounts Payable related end-to-end functions namely Invoice Payment, Internet Procurement and Citi Expense Reimbursement processes
• Prepare and respond timely and accurately to email inquiries from Citi employees and vendors who write to one of our email addresses for the services listed above
• Handle Citi Directory Assistance calls, as required, within service standards and according to documented procedures
• Accurately prepare individual metrics at the end of each business day to be consolidated with the group's performance via the existing tracking mechanism
• Monitor system performance, escalating technical-related issues to management or via trouble ticket escalation
• Conduct or assist with training of new Customer Service representatives as needed
• Conduct or assist with training of refresher training to Customer Service representatives as needed
• Perform Call Center administrative tasks as required
• Support the research of customer escalations
• Minimum one year experience in Accounts Payable Call Center
• Demonstrated proficiency in, at minimum, two of the three core Accounts Payable products (Invoice Processing, Internet Procurement, Expense Reimbursement)
• Ability to conduct training
• Meeting Citi attendance and tardiness guidelines
• Good organizational skills and prioritization capabilities
• Working knowledge of the MS Office programs, especially MS Excel and MS Word
• Strong degree of reliability
• Educational Level: High School Diploma/GED
• Perform all delegated tasks to assign work, follow up to assure timely completion, and other duties as listed above
• Provide requested technical data, and generally maintain an attitude that all client issues will be quickly resolved
• Work independent of supervisor and technical assistance except for unusual problems or when no precedent or established practice is available
• Utilize extensive knowledge of industry technology and methodology and well-developed liaison skills to care for clients
• Process numerous transactions to send and receive information
• Coach, train, cross train, assist, and in general work with people to improve their skills and abilities for client services
• Coordinate and oversee client visits to company locations
• Investigate and expedite resolution for any and all client complaints or issues
• Keep company informed on status of relationships or assigned portfolio
• Make recommendations to management as appropriate
• Prepare and submit periodic reports on activities and client relationship status
• Work with implementation to accept new customers for continuing client service administration
• Six (6) or more years of direct or closely related experience in customer service or as an account representative
• Extensive knowledge of industry technology and methodology
• Also requires good organizational skills, ability to stay in control and maintain even handed approach with people while working with continually changing multi-task in a deadline work environment
• Address on average 30 – 50 inbound inquiries each day from internal & external customers within a structured environment
• Interface with other departments to resolve problems related to order to cash cycle
• Must be able to attend 5-6 weeks (40 hours/week) of paid training
• Must be able to work successfully in a highly structured environment
• Critical attention to detail and highly dependable
• Ability to handle multiple tasks at once
• Resolve complex questions/issues and refer other inquiries to appropriate areas as needed
• Demonstrate a comprehensive understanding of specific company products in order to portray confidence and credibility to customers and assume ownership
• Accuracy in processing changes to customer policies which require an agent's license
• Pre-screen for new business during routine customer calls
• Develop a subject matter expertise and remain current on new marketing campaigns in order to respond appropriately to marketing related inquiries
• High school diploma required; Bachelor’s degree (preferred)
• Commercial experience preferred
• Excellent communication skills (both oral and written)
• Internet proficiency skills are preferred
• 2-3 years of banking experience required
• Strong work ethic and positive team attitude
• Ensures and maintains client satisfaction with the product and services offered by CWB and our partner companies
• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse environment
• Able to deal with people sensitively, tactfully, diplomatically and professionally at all times
• Shows respect, maintains confidentiality, and honors commitments
• Working knowledge in Outlook, Microsoft, Excel and KYC programs
• Assist the retail team to ensure branch activities and processes are followed to promote the retention and growth of existing clients, as well as attract new clients to effectively meet their banking and financial needs and meet branch targets and goals
• Provide assistance to the Manager, Sales & Service in developing and maintaining the branch’s deposit portfolio
• Exercise discretion and respect the confidentiality of customer transactions
• Participate in ensuring an inspections rating of Satisfactory with limited major and repeat findings
• Explore continuous self development
• Preserves effectiveness, drive and focus for extended periods of time, while maintaining composure in highly
• Provide assistance to the Manager, Retail Banking in developing and maintaining the branch’s deposit portfolio
• Complete understanding of all the Bank’s products and services to be able to respond to and to solve the customer’s inquiries &/or problems
• Knowledgeable in Outlook and KYC programs
• Prepare, accurately and efficiently, P&C quotations for licensed sales force by gathering pertinent policy info and characteristics of risk to be insured from clients, advisors, public and internal sources
• Analyze daily renewal report to identify premium increases in order to identify potential client loss. Initiate re-quoting procedures to be handed off to the home office producers
• Provide auxiliary support for the P&C phone queue
• Respond to incoming emails into the P&C Agency Inbox related to referrals, products and policy questions
• Support licensed and unlicensed producers as needed
• Administrative support to Associate Director of P&C. Duties may include, but are not limited to, answering phones; preparing letters, forms, and cards; meeting scheduler and scribe; handle weekly and monthly reporting; maintain P&C forms and First Reference material
• Attend meetings, training sessions and workshops as directed by management
• Must be energetic and driven
• Proficient in Microsoft Office software
• Ethical, honest and dependable
• Excellent in QQ Solutions
• Excellent in First Command systems
• High school diploma (Bachelors Degree in business related field a plus)
• 5-7 years' prior customer service required
• Prior insurance industry experience a plus
• Ability to obtain a P&C license
• Obtain CISR designation within 3 years
• Working knowledge of QQ Solutions and SilverPlume a plus
• Maintain a positive, professional manner with Ecolab Microtek Customers
• Accurately and efficiently enter customer and field associate orders using Point Man system
• Provide product information to customers as required
• Achieves individual goals for monthly call quality, daily attendance, and punctuality and daily adherence objective utilizing good time management skills
• Minimum of one year customer service experience in retail, call center, or professional business environment
• Ability to interact professionally with others
• Work independently and display excellent verbal and written skills in a fast paced environment
• Experience with Microsoft Office Suite software, particularly Word, Outlook, Excel, and Access
• Provides daily direction and communication to employees so that customer calls are answered in a timely, efficient and knowledgeable manner
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve efficiency and service to both internal and external customers
• Conducts monthly coaching and review sessions with team members to review quality calls captured and scored, as well as, calls captured and not scored but can be used as training opportunities
• Provides agents statistical and performance feedback on a regular basis – (i.e., adherence to schedule percentage, quality score, service request rejects, etc.)Assist in the resolution of escalated customer issues and concerns by either working directly with an agent or handling the customer call directly. Using problem resolution and negotiation skills to achieve the best solution for the customer and NMAC/IFS
• When necessary, update account information, complete waivers per authority guidelines, corrects misapplied payments, performs investigation as necessary to resolve customer disputes and or/inquiries, and completes any transactions or documents necessary
• Ensures employees have appropriate training and other resources necessary to perform their job. Work with Supervisors and Manager in the day to day support of the call center, as well as escalating employee performance issues
• As necessary, performs other related duties of which the above are representative
• Job Knowledge and Skill: Leadership skills. Knowledge of captive automobile finance helpful but not required. Strong oral / written communication skills. Strong interpersonal and conflict resolution skills. Good problem solving skills
• Experience: Previous leadership experience preferred. Two years of Call Center experience preferred. Four or more years of cumulative and directly related customer service experience or proven experience at NMAC/IFS
• Education: Degree preferred. One or two years of post-high school education. Consider equivalent related college or technical courses, seminars and in-house classroom training
• Computer Skills: Thorough computer knowledge. Previous experience with call center tools helpful (i.e., CCPulse, Verint)
• 1) Responsible for spares order fulfillment and arranging shipment per customer request, including internal customer and external customer
• 2)Responsible for material expediting, movement, transactions, and inventory control. Evaluates customer support and field service commitments to ensure customer requirements are met
• 3) Responsible for RMA application, part exchange and return
• 4) Responsible for account receivable
• 5) Responsible for customer relationship maintain
• BS degree or equivalent experience in logistics field, material control, movement, customs process
• 3-5 years related experience in material transaction and inventory control handling
• Fluently speak and write English
• Open-minded, aggressive and good customer service and communication skil
• Good Excel and SAP experiences
• Provides outstanding customer service to our vacation ownership members and guests by responding to inbound calls on various products
• Fulfills inbound deeded owner week reservations, external exchange and maintenance fee payment processing requests and communicates owner concerns to local resort management for resolution
• Coordinates with other departments and vendors in order to facilitate out of network member requests
• Promptly and accurately inputs owner issue information into internal tracking systems so that root cause and business partner activity can be produced. 10%
• Facilitates outbound member contact in support of the Quick Start and Discovery programs, when applicable

Operations Senior Customer Service Representative Resume Examples & Samples

• Proven ability to diffuse an escalated customer situation and bring the customer issue to closure
• Complete all required documentation for exchanges, refunds, Service Action Requests and any other customer interaction
• Take ownership of queries and proactively follow through to resolution
• Ensure all customers’ queries are investigated and resolved with minimal escalation
• Ability to make independent decisions based on established guidelines
• Must be able to adhere to an assigned work schedule, must be dependable and punctual
• Will acquire and retain multiple product range knowledge
• Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate
• Maintain Customer focus at all times and respond to customers’ enquiries (e-mails phone and fax) using the Best Practice guidelines
• Work within agreed service levels, striving to exceed customer expectations wherever possible
• Adhere to agreed standards of quality and quantity and process all orders/ claims/ queries with a minimum 98% accuracy rate
• Maintain professional working relationship with internal and external customers, customer service management and colleagues
• Knowledge of effective negotiation techniques used to quickly resolve escalated customer issues
• Demonstrate the ability to diffuse situations, utilize effective negotiation skills and bring the customer issue to closure while maintaining the highest level of customer service
• Ability to communicate effective with multiple levels of management within the organization and the client
• Ability to work flexible schedule, including weekends and holidays. Must be dependable and consistently punctual for all schedules shifts
• Ability to prioritize work, manage time effectively and work successfully in a fast paced, muliti-faceted environment
• Self-motivated, creative, flexible, willing to take initiative, be accountable, and able to effectively handle multiple task simultaneously
• Demonstrate a high level of accuracy and attention to detail
• Must be able to accurately complete basic math calculations
• Previous customer service experience preferred
• Assessment may be conducted to determine skill level
• Physical requirements; sedentary work requiring typing, hearing, speaking, extensive reading and repetitive motions
• Ability to work in a moderate noise level environment
• Ability to work well under pressure with heavy phone volume
• Represent Prominence Health in a courteous and professional manner in attitude and appearance and behave ethically either at work or outside your work environment
• Use professional demeanor in oral and written communications with all internal and external customers
• 9 months of experience in the CS Inbound role

Senior Customer Service Representative Based Resume Examples & Samples

• Conduct Outbound Quality Initiative calls to members to establish retention and loyalty
• Communicate and reinforce organizational culture and values
• Healthcare experience required

Senior Customer Service Representative Qualchoice Health Based Resume Examples & Samples

• Research complex issues across multiple databases with available support resources to resolve customer issues
• Partner with Customer Service Supervisor to resolve escalated issues
• Associate degree or equivalent experience required
• Call center experience required
• Experience handling difficult situations with customers. Minimum one year customer service experience
• At least an intermediate ability in computer skills. Ability to navigate multiple computer systems while interacting with the customer
• Banking/financial services experience
• Minimum of Level 3 CS Representative meeting all minimum KPI’s, has no disciplinaryaction and/or conduct issues for the past 90 working days
• Demonstrates strong working knowledge and understanding of call center performance metrics (i.e. service levels, KPI’s, etc.), as well as our systems, products, services, policies,procedures, etc
• Identify areas for performance and/or process improvement and propose viable solutions and problem solve
• Ensures order entry and acknowledgement is completed within published guidelines and that shipping and billing information is accurate for each order
• Facilitates product management, pricing, technical, quality and regulatory requests
• Actively seeks out workload balance within department. Ensures customer accounts are managed when backup coverage is needed
• Guides customers through the material complaint process including processing replacement orders, RCCA communication, and credits in a timely manner. Ability to recover effectively from a service failure while turning it into an opportunity to strengthen customer relationships
• Handles more complex accounts and / or accounts where inventory management could be required
• Understands and analyzes customers’ buying habits and needs as they relate to Lubrizol's business interests and objectives
• Works on special projects and trains others in new systems, processes and/or transfer of responsibilities with customer accounts
• Provides coaching and assistance to less experienced CSR's
• Assists in writing/updating/maintaining training materials and procedures when appropriate. Looks for opportunities for continuous improvement throughout the order handling process
• Participates in interdepartmental meetings, audits and/or other duties as assigned
• Bachelor’s degree from an accredited university and/or 3-5 years progressive experience in chemical or manufacturing customer service. Preferably personal home care, cosmetic or skin care industries
• Computer literate; must be proficient in Excel
• Ability to communicate effectively, both written and verbal
• Highly developed interpersonal skills with the ability to work with a team; both within the department and other departments
• Develops the trust and respect of customers through timeliness, accuracy, and dependability
• Exceptional problem-solving and multi-tasking skills and can easily adapt to change
• Excellent work ethics including a willingness to work the hours necessary to complete the job

Susquehanna Commercial Finance Senior Customer Service Representative Resume Examples & Samples

• Answer and return phone calls and messages within a set amount of time per policies and procedures
• Quote payoffs within a set amount of time per policies and procedures
• Work closely with other departments in the Bank to resolve customer's issues
• Ensure Service Level Agreements are met with regard to customer service for both internal and external customers
• Strive to provide extraordinary customer service by exercising the Perfect Client Experience (PCE)
• Resolve more difficult lease inquiries
• Payment research and resolution
• Verify return mail address corrections and update Lease Plus with billing and equipment address changes
• Submit requests for due date changes to accounting department
• Route customer calls to the appropriate departments in a timely manner
• Accurately input all database entries necessary to effect servicing/updates to an account
• Quote payoffs and logging notes in Lease Plus
• Waive erroneous late charges
• Sort and distribute mail
• Work closely with clients to resolve their needs in a timely manner
• Associate's degree in a related field, or equivalent education and related training
• Five years of experience in the leasing or financial industry, including customer service experience in a fast-paced environment
• Knowledge of Aspire and Lease Plus
• Knowledge of insurance software, Integrity Tracker, and Crystal Reporting Software
• General problem-solving skills
• Knowledge of leasing industry from a basic contracts and servicing perspective; preference for familiarity with the concept of direct as well as indirect or brokered financing
• Letter composition, typing, 10-key calculator
• Excellent organizational skills, attention to detail, ability to handle multiple priorities simultaneously, and strong analytical and problem-solving skills
• Prepares required contractual and agreement background data and negotiates major contracts
• Coordinates proposal quotation cost and sell price factors with Unit’s Controller and Marketing Management to insure that warranties, liquidated damages, penalties, deferred billing, stocking charge, etc. are understood and properly controlled by all departments
• Maintain a 12-24 month sales forecast for all major accounts
• Ensure customer P.O. requirements are aligned to MRP demand
• Resolve outstanding customer payment issues
• Work with Program Management transitioning developmental programs to production programs
• Co-ordinate and present Customer Program Reviews
• Bachelor’s degree from an accredited institution or 10 years of experience in Aerospace
• Minimum of 3 years of experience in Contracts Administration in a manufacturing environment
• Proficient with public speaking
• Master’s degree from an accredited institution
• Knowledge and/or use of customer portals
• Ensures quality customer service for internal and external customers
• Identifies and assesses customers’ needs quickly and accurately
• Monitors delegated customer service issues to ensure timely and accurate resolution
• Applies appropriate communication techniques when responding to customers, particularly in stressful situations
• Places outgoing phone calls to complete follow-up on customer service requests as necessary
• Responds to customer service inquiries in writing as necessary
• Processes member terminations (i.e., phone disenrollment)
• Consistently meets established productivity, schedule adherence and quality standards
• Adapts procedures, processes, and techniques to meet the more complex position requirements
• Addresses special (ad-hoc) projects as appropriate
• Clearly communicates claims status, payment methodology, contract terms, procedures, etc. to customer
• Identifies trends in errors or inquiries and reports these to appropriate personnel
• Informs and assists callers with the claims appeals process, if necessary
• Develops a tracking system to ensure that all priority issues are handled within established time frames and proactively notifies customers of anticipated delay
• Demonstrate excellent customer service by determining the reason for the call, acknowledging the caller’s concerns and resolve concerns and / or explain action to be taken within the expected timeline for resolution
• Serves as a resource to medical group staff, network providers, health plan representatives and claims staff
• 2+ years of experience in a health care or managed care customer service environment
• Basic level of experience in MS Word & Excel
• 2+ years of experience working in a healthcare claims environment
• Knowledge of HCFA guidelines and Medicare claims payment rules and claims policies and procedures
• Ability to multi-task including the ability to understand multiple products and multiple levels of benefits within each product
• Completes assignments thoroughly, accurately, and on time
• Demonstrated ability in customer service problem resolution and relationship building
• Demonstrates advanced knowledge of Billing / Finance and Eligibility processes
• Industry accreditations (Canadian Securities Course or IFIC Mutual Funds course) are considered a strong asset and preferred
• With a focus on investment funds, investment products and insurance
• Deep knowledge and understanding of the business unit’s key products and services, processes and controls
• For bilingual role: Advance working knowledge, spoken and written French
• Function as the primary point of contact regarding all aspects of the spare parts & repairs business for assigned service sites
• Respond to all customer requests for information
• Manage sales order schedules based on production and supplier forecasts
• Coordinate deliveries with service sites and other responsible parties
• Support bid and proposal preparation and enter bids and customer orders in SAP
• Establish and maintain stakeholder relationships to promote and maintain a high level of customer satisfaction
• Compile and analyze service site buying practices and make recommendations for stocking/inventory levels while operating within established policies, procedures and commercial guidelines
• Identify opportunities to create new sales opportunities
• You possess a Bachelor’s degree in Business Administration, Marketing, Engineering or related discipline
• You possess approximately seven (7) years of experience in a sales or marketing environment, preferably within manufacturing/transportation/engineering industries
• Proficiency with SAP will be considered a strong asset
• You demonstrate a strong degree of proficiency with Microsoft Excel
• You have the ability to manage large amounts of information
• You possess a background in understanding and implementing customer requirements
• You possess strong organizational and prioritization skills
• You demonstrate critical attention to detail and deadlines, and are self-motivated
• You possess the ability to adapt well to change in direction and priorities in a project and deadline-oriented environment
• You demonstrate strong written and verbal English communication skills
• Receives phone calls from dealers and customers in a call center setting. Serves as liaison between dealers and customers, dealing with difficult, irate or demanding customers, providing answers to consumer inquiries by researching technical/warranty information and working to resolve the situation at their level
• Researches all service inquiries by consumers, dealers and independent service providers via manuals, on-line reference documents and in dialogue with service team members and/or management as required
• Responds thoroughly and promptly to all inquiries; interprets and explains service policies and procedures. Makes proactive recommendations and decisions related to customer service matters
• Utilizes strong negotiation and conflict resolution techniques to resolve customer and dealer complaints at their level. Consults with management as needed regarding potential legal matters to maintain consistency, limit liability, and follow MASCO loss prevention guidelines
• Responsible for creating a permanent record of designated calls and taking ownership of the event until resolved. Updates and maintains a comprehensive consumer database. Must be able to handle multiple events at the same time and keep commitments for return calls and follow-up
• Receives and responds to written inquiries (letters, e-mail and Social Media message boards) regarding customer service matters. Researches, composes and issues follow up letters to consumer inquiries as needed
• Interacts with Regional Sales Managers and provides information regarding dealer performance or issues in their territory
• Is responsible for specialized Customer Service programs or duties as delegated by management with limited supervision
• High school diploma or general education degree (GED) required; at least five (5) years’ related experience in a call center environment; spa industry with technical and warranty support experience preferred; or equivalent combination of education and experience
• Strong verbal and written communication skills. Demonstrated ability to use effective persuasion and negotiation skills
• Customer focus, time management skills, problem solving ability; strong follow-through; excellent phone and e-mail etiquette
• Proficient in basic MS Office applications (Outlook, Excel, Word). Experience using Salesforce CRM is a plus
• The individual must be able to interface with co-workers, internal departments, service providers, and customers in a fast paced environment that requires multi-tasking
• Ability to read and interpret documents such as safety rules, owner’s operating manual, and service procedure manuals
• The ability to deal patiently with problems and complaints and to remain courteous and professional when faced with difficult or angry people is critical. Conversely, the individual should be able to take a firm position with a difficult customer while still professionally representing the company’s position
• Excellent communication skills, both verbal and written, with the ability to interact with all levels within the organization
• Strong ability to work in a team environment
• Manage calls for several incoming queues including WellMed Campaigns and corporate calls for all markets for general information. Assist as Corporate telephone operator by routing calls to appropriate personnel departments. Take reservations for upcoming events and track in Salesforce accordingly. Handle patient complaints by gathering information and notifying clinic administrator / coordinator / supervisor. Call patient to notify them of clinic contact. Call patient after resolution (24hrs). Accurately document all activities generated through inbound and outbound calls from any queue in SalesForce
• Follow the Campaign Call flow and offer call presentation as trained to inbound callers and to prospective patients who are contacted after an event to ensure they are educated about what WellMed is, what WellMed does and how WellMed can help them live healthier lives. Then, offer prospective patient the number to one of our trusted insurance agent partners and ask to check back with prospect in 2 – 3 days for follow up. All outbound calls require at least 3 attempts to contact the prospective patient. Patient Advocate will use an enthusiastic and professional tone when presenting the value of WellMed
• Accurately and completely enter information from Event Feedback Forms in Salesforce and information from contact forms collected at events
• When necessary, make outbound calls to new patients welcoming them to the clinic and answering any questions they may have regarding benefits and WM services
• Conduct patient surveys when needed
• Take incoming calls to coordinate or troubleshoot patient / provider issues / questions working with other departments as necessary for resolution. Conduct follow up call when appropriate to ensure patient/provider satisfaction
• Assist patients with changing PCP to a WellMed network provider whenever possible
• Look up patient demographic inquiries using multiple resources. Coordinate patient appointments, if requested
• Works with other departments to coordinate problem resolution
• Adheres to schedule, attendance, quality , and call performance goals
• High school diploma / GED
• 2+ years of experience supporting a health care or customer service environment
• Experience with clinical processes and Medicare Advantage plans
• Bilingual (English / Spanish) language proficiency
• Ability to provide excellent customer service to a varied customer base
• Ability to maintain professional and compassionate tone at all times
• Ability to navigate multiple computer applications and databases
• Ability to work in a fast-paced, high call volume environment
• Willingness to work irregular hours as deemed necessary by business need
• Respond to customer inquiries received via customer service telephone (ACD), e-mail, fax EDI or other medium
• Process product orders for US domestic customers and at times may assist with processing orders for international customers
• Ensure that sales orders are entered into the business system completely and accurately so that they can be invoiced promptly and accurately
• Ensure that all back up documentation, e.g., PO's are complete and on file
• Confirm orders back to customers as appropriate such by fax, email or over the phone
• As needed, follow up with shipping and customers to make sure products ordered are shipped and received
• Assist with billing and invoicing to include sales order review etc
• May send out information literature to customers and MGC field reps
• Perform other customer service related tasks and special projects as requested
• Work with other departments to resolve issues
• May do one or all of the following: Process orders from International & OEM customers acting as the communication focal point to facilitate product ordering, shipment scheduling, invoicing and export documentation preparation where warranted; Cost Per Test (CPT) monthly reconciliation and invoicing to include cost per reportables, minimum monthly and equipment rentals; Standing orders - set up, review, shipment scheduling and invoicing
• 5+ years experience in a customer service, order fulfillment and invoicing environment
• Computer proficiency - MS office, database systems. Proven excellent telephone, communication and people interaction skills, including customer contacts
• Must be well organized, able to multi-task, attention to detail, follow up skills
• Willingness and ability to adhere to structure telephone schedule and work overtime as required
• Team player and works well in a team environment
• Experience with QAD MFG/pro and biotech background a plus
• Knowledge of export/import requirements desirable
• Enter and track orders into Enterprise system to ensure commitments are up-held
• Investigate and resolve customer problems with product or deliveries
• Process quotations
• Research invoice issues
• Process requests for literature
• Input samples requests when requested by customer
• Maintain customer files
• Follow up with customers on any order delays, complaints, or entry errors
• Communicate effectively with other internal departments, acting as the customer’s representative
• Enter complaint notification into the complaint database
• Maintain pricing accuracy
• Update price files annually and distribute price lists to customers
• Set up new part numbers and initiate design control
• Assist other customer service reps as needed
• Ability to develop working knowledge of all lines of business to support any inbound phone line or customer request (both Chromatography and Environmental lines)
• Assist in mentoring new customer service representatives during their onboarding
• Assist in creation of job aids and tools to help team members with customer interactions
• High School Diploma required. Associate’s degree preferred
• Strong customer orientation, with a minimum of two years of customer service experience
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
• Ability to solve practical problems and deal with variables in situations where only limited standardization exists
• Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation and Involvement
• Field a variety of incoming customer calls (no cold calls) with a passion to deliver high quality solutions for our customers
• Develop meaningful relationships with customers to deliver the best banking experience possible
• Gain deeper knowledge and understanding of banking industry to handle customer inquiries with increasing complexity
• A work culture that believes in the power of working together and supporting the unique needs of each individual
• Technical/Functional expertise
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Intervene with care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
• Assist customers in navigating UnitedHealth Group websites and encourage and reassure them to become self-sufficient
• Provide education and status on previously submitted pre-authorizations or pre-determination requests
• 1+ years of Customer Service Representative (CSR) experience or 1+ years of experience in an office setting, call center setting or phone support role preferred
• An education level of at least a High School Diploma or GED OR 10+ years of equivalent working experience
• All new hires will be required to successful complete the Customer Service training classes and demonstrate proficiency of the material
• Prepare, analyze, and/or submit documentation to the appropriate parties (U.S. Customs, agents, clients) in order to ensure they are in accordance with all applicable laws and regulations relating to customs and transportation
• Maintain relationships with correspondent brokers, Transport & Brokerage, and other service providers to ensure that agents exceed the customers' service requirements
• Obtain payment on delinquent accounts and/or complete accounting adjustment forms for review
• For transportation customer service reps: develop rates and/or provide quotes for the movement of freight. Research and negotiate carrier rates
• Resolve billing issues; coordinate post entry activity on customer's behalf
• Experience in coaching, an asset
• Knowledge of banking products and services
• English spoken and written
• Customer order process via EDI & Commerce Hub- ability to handle high volume of requests with ease and the ability to address customers questions efficiently and accurately
• Issue & analyze daily open order report to provide visibility to sales, customers and SCM team with estimated order fill dates
• Work with SCM team on Inventory over rides to fulfill orders, provide quick response to customer/consumer needs in order to maximize customer satisfaction
• Provide alternatives to resolve customer needs quickly while analyzing the root causes and implementing process improvements
• Monitor 3PL call center agents, provide guidance as needed
• Order confirmations - ensure all orders are released with proper lead times to make customer delivery while maintaining pricing accuracy
• Delivery information - handle requests for delivery confirmations, track orders with carriers if needed. Cancellation of orders upon request
• Return Authorization process with reverse logistics and delivery company
• Analyze root causes of returns, reconciliation of chargebacks with AR team
• Ad hoc projects
• EPSDT data entry – enter EPSDT received daily
• LTC data entry – Scan EPSDT that pertain to LTC mbrs, save in EPSDT well child visits file, enter certain information in LTC database, upload EPSDT saved
• Update LTC tracking spreadsheet – update spreadsheet according to process done (I.E – gift card incentive received, EPSDT received, or if gift card was sent and enter gift card information)
• Help with mail – open, staple, and count mail (every 3rd Monday)
• Train/Test new employees with Mock EPSDT database – keep track of time and mistakes
• Call Mbrs (Spanish speaking only) with high lead percentage when needed
• Help with Audits
• Place pick up/material order to Iron Mountain (records storage facility)
• Receive inbound calls from new owners and recently upgraded owners, answer product and contract related questions along with vacation planning . (35%)
• Make outbound New Owner Welcome calls to customers who have recently purchased, help owners get on vacation by offering different options that fit their travel needs. (25%)
• Uses interpersonal skills to communicate and explain value of purchase to the owner and mediates to help retain the current purchase. (20%)
• Accurately enters data into the CDC Response (aptean) reporting program to provide senior leadership partner reporting that identifies trend analysis & root cause. (15%)
• Discovers the root cause and conducts research to provide education as well as appropriate resolution. Collaborates with WVO internal support groups including, but not limited to; finance, title, and sales administration. Evaluates best options for resolution by considering all facts obtained, implications to owners and business. (5%)
• Responsible for interfacing and maintaining strong relationship with Regional Sales Managers, customers, and company representatives for assigned customers / territories
• Order entry and perform verification to ensure order accuracy. Accurately maintain necessary records, files and reports in electronic format
• Ability to handle assignments complex in nature that require the use of independent judgment and analytical skills for problem resolution
• Acts as a key liaison for assigned customers / territories ensuring customer satisfaction by monitoring and following-up on open issues for timely resolution of the issue
• Accepts incoming requests for price / delivery. Has the ability to answer basic questions related to the company’s product offering
• Ability to review and interpret terms and conditions, quality clauses, and export compliance requirements to ensure conformity with company / departmental guidelines
• Review customer purchase order for drawing / specification requirements with ability to determine whether any formal review is required per company/departmental guidelines
• Access and maintain customer portal communication tools for assigned customers / territories
• Requires special project work and / or data gathering efforts, and has the ability to generate and interpret metrics and reports from the company’s ERP System (SyteLine)
• Develop, document, audit and maintain customer specific work instructions for assigned customers / territories
• Provides leadership and assists in mentoring / training of the Customer Service Team as it relates to company/departmental guidelines
• Perform daily / weekly / monthly audits of backlog, change order report, Net Effect Report and “E-Mountain” record keeping for assigned customers / territories
• Actively participates in the Quality Improvement System
• A high school diploma/equivalent and some business college courses
• Three to five years of Customer Service experience including demonstrated accomplishments in the field of Customer service, as well as leadership / training abilities
• Proficient in MS Office applications (Word, Excel, and Outlook)
• Strong customer focus with ability to handle questions and / or complaints effectively and anticipate customer needs
• Demonstrates proficiency in written / verbal communication skills; effective interpersonal skills
• Ability to prioritize workload to manage customer accounts effectively; demonstrates customer account ownership
• Ability to exercise independent judgment
• A Bachelor’s Degree from a four-year college or University in a Business discipline
• Basic understanding of U.S. Export requirements (EAR and ITAR) a plus
• One year of previous aerospace industry work experience a plus
• Familiarity with ERP System (SyteLine)
• Working knowledge of MS Office application Access or SQL
• Deliver trusted, professional, and reliable service to John Hancock clients and build customer satisfaction and loyalty
• Meet quality expectations to ensure a positive client experience
• Meet productivity expectations to maximize team service levels
• Able to navigate multiple systems and business lines
• Provide effective and timely resolution of a range of customer inquiries, striving for first call resolution
• Strike a positive and cooperative tone with both customers and coworkers
• Submit requests for work processing accurately
• Communicate call trends to leadership team
• Escalate issue appropriately when necessary
• Possess the ability to work in a team environment, as well as being able to resolve issues accurately and independently
• Complete ongoing training to stay abreast of product, industry, service and policy changes
• Ability to thrive in a lively working environment and manage multiple tasks
• Outstanding verbal communication skills and strong telephone etiquette
• Possess the ability to multi-task
• Flexibility and ability to adjust and succeed in a rapidly changing, fast paced call center environment
• Demonstrated computer efficiency
• Business writing skills
• Prepare, analyze, and/or submit documentation to the appropriate parties (US customs, agents, clients) in order to ensure they are in accordance with all applicable laws and regulations relating to customs and transportation
• Maintain relationships with correspondent brokers, FedEx Trade Networks Transport & Brokerage, and other service providers to ensure that agents exceed the customers' service requirements
• Resolve billing issues, coordinate post entry activity on customer's behalf. Air transportation: incumbent may be required to physically lift or transport freight
• When requested, will accompany managers/supervisors on customer calls
• Hard collections (versus non-critical)
• Greets and assists persons contacting the branch in person or on the phone
• Takes applications for credit from customers, helps customer complete loan application, if necessary, and inputs required information in the system
• Understands branch products and services and actively sells these products where permitted by law to persons entering or calling the office
• Makes daily solicitation calls by phone in order to sell Harrison Finance’s products as permitted by law
• Performs collection activities on more complicated, or severely delinquent past due accounts by calling on customer to determine a manageable re-payment schedule
• Assists customers in person or on the phone by researching and resolving account discrepancies
• Performs cash control function by operating cash drawer, processing bank deposits, and maintaining records and balances
• Performs various office support functions such as entering applicant information, processing payments and disbursements, ordering credit reports and employment verifications, generating various reports, preparing correspondence, maintaining files, receiving and distributing office mail, and maintains inventory of office supplies
• Provides administrative support to licensed insurance agents by entering and maintaining insurance information
• Serves as notary for the office as required
• Assists in the training of new branch employees
• Completes training and continuing education as required, or otherwise appropriate
• Ensures information relating to branch operations (i.e. manuals) is distributed and stored
• All other duties/special projects as assigned
• Requires a minimum of 2 years collections and/or customer service experience, preferably in collections
• Prefer 2 years of banking or personal finance experience
• A comparable combination of education and experience will be considered
• Must have experienced level computer skills including the Microsoft suite of Office products including, Excel, Word, Access, PowerPoint, and Outlook
• Must have experienced level of math skills, with the ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals
• Must be able to effectively communicate orally and in writing
• Must have a basic understanding of lending and collections regulations
• Incumbent must have the ability to work independently, multi-tasking in a fast-paced environment
• Individual should be an outgoing self-starter and be technically literate
• Three-to-four years of sales experience on a banking platform, or equivalent external experience in a retail environment required
• For incumbents who have tenure with the bank, must have a history of solid sales and service successes
• Basic business acumen and professionalism is a must
• Strong written and verbal communication skills are critical
• Ability to build relationships and strong alliances across the organization
• Ability to quickly learn all there is to know about the products and services offered by the bank
• Must retain and build upon product knowledge base as a senior member of the division’s platform staff
• First point of contact for BP telephone based enquiries and/or for any written form of enquiries from both new and existing customers and consumers or by internal customers within the BP Businesses
• Supporting the businesses. Working with Account Managers and other Head Office teams to achieve business specific objectives and goals
• Interact with customers in a professional, friendly and efficient manner and to quickly escalate concerns about meeting service levels or deadlines
• Provide a level of customer service consistent with the set KPI’S, Service Level Agreements and Customer Service function’s core values
• Handle all customer and support requests in a professional and timely manner from the first contact through to a satisfactory completion or resolution
• Log, assign and track progress of queries and customer requests from receipt to completion, recording progress of these on a weekly basis
• Escalate activities that are not actioned by assignees
• Escalate any high risk customer issues (financial, legal, reputation)
• Contribute positively to achieving individual, team and organisational targets
• Provide accurate information to both business customers and support teams through the correct use of all information technology systems
• Ensure data is accurately entered and maintained in all Customer Service and data collection systems, minimising errors and resultant financial losses
• Exhibit strong Team Player characteristics, constructive communication and active listening skills at all times
• Display flexibility and adaptability to work with and assist other teams within the organisation
• Develop and maintain a professional working relationship with internal and external stakeholders
• CSR may have “Specialist” responsibilities (e.g. defined customers or process skills) as well as the “Shared” responsibilities described above
• Compliance with BP HSSE Policies as detailed in the BP employee handbook
• Relevant Customer Service knowledge
• 2 years of or more college education
• Secret Clearance
• The capability to perform functions similar to the Activity Customer Technical Representative (ACTR) supporting NMCI contract
• Ability to professionally interface with NMCI personnel (Site Manager and Base Operations) on deployment and support issues
• Expertise in NMCI policies and managing NMCI data
• Experience with Navy web (Navy Enterprise Tool) and database tools including Microsoft Excel to manage NMCI data
• Able to meet tight deadlines
• Able to consistently review and adapt approach and style to meet ever changing requirements
• Able to manage conflicting work issues and deadlines using team structure and by negotiating timeframes on work in order to ensure deliverable deadlines are met
• Able to build contingency plans into daily work to deal with unforeseen circumstances in order to minimise potential problems
• Able to actively promote a positive team environment and build networks effectively to enhance and share knowledge
• Provide World Class Support and Service to our merchant and wallet provider base via inbound phone calls and e-mails
• Respond to incoming customer requests quickly, proficiently, and professionally while meeting specific quality expectations
• Craft, edit, and handle merchant cases using an internal ticketing system (Salesforce)
• Evaluate the nature of each call and take appropriate action to resolve the issue
• 3+ years of customer service experience
• 2+ years of Technical Helpdesk/Call Center experience highly preferred
• Extraordinary attitude and communication skills (verbal and written)
• Bachelor Degree is strongly preferred
• Knowledge of multiple programming/scripting languages. (Java, PHP, C#, Python, etc.)
• Knowledge of Network protocols, infrastructure, and topologies
• Needs to have strong troubleshooting skills, a real passion for problem solving
• Ability to multi-task, continually re-prioritize cases and work under various constraints
• Prior knowledge of online payment processing and/or banking industry is a plus
• Answering complex and/or escalated inbound or outbound calls from customers in a polite, courteous manner
• Provide prompt resolution to complex customer questions and problems
• Determine the best way to resolve individual customer concerns and authorize specific policy exceptions, within client guidelines, in the interest of the customer
• Mentor other Customer Service Representatives by sharing your knowledge and experience
• Provide feedback to supervisor regarding call trends and recurring issues
• Provide feedback and recommendations to your manager on ways the company can improve
• Has a High School diploma or General Educational Development (GED) certificate
• 6 months of customer service and/or call center experience required (1 year preferred)
• 3-6 months experience working with specific client program preferred
• Must have consistently met or exceeded performance metrics
• Respond to customer inquiries, provide quotes and take customer orders
• Assist with pulling inventory and preparing shipments
• Reliable, organized, detailed and focused

Senior Customer Service Representative French Resume Examples & Samples

• Work effectively in a team environment and collaborate cross-functionally
• Excellent organizational and time management skills with the ability to prioritize, organize, and complete tasks
• Possesses basic knowledge of software and hardware industry licensing
• Has a fundamental knowledge of operating systems and networking as well as a technical aptitude
• Ability to resolve customer inquiries with little to no guidance
• Mentors other team members
• 2+ years of customer service experience in a call center or fast-paced environment
• Experience with CRM systems, Salesforce a plus
• Knowledge of software and hardware licensing
• Citrix or Industry Certifications are a plus
• Must be fluent in English plus competent in French and/or German
• Claims Processing and Corrections (claims pend in facets for different denial reasons. i.e. name is not spelled correct, things may be missing a number or numbers transposed, address may be missing the suite number. We will research and figure out what record the claim should have processed to. We send that information to the claims team to process the claim
• Facets Updates (Preferred - Training Provided)
• Salesforce updates
• Survey research and follow up
• Service requests and mail
• Customer Fulfilment / Experience - Provide the best –in -class customer experience when dealing with business partners, customers, or team members by
• Ability to deal effectively with Branch/customer inquiries, concerns or complaints and provide prompt and accurate resolution to the complete satisfaction of all parties involved the Customer, the Bank, and Reconciliation department
• Demonstrated flexibility in a constantly changing environment (procedural and automated), being versatile and able to provide cover on several posts at different times and at different levels on any given day concurrently, as determined by the rate of absenteeism due to vacations or illness, etc
• Good writing skills to prepare business letters, reports and documents for customers, and external resources as required
• Good organizational and communication skills to manage workload and effectively assist and train employees
• Knowledge of Banking Operations and its linkages/interdependencies
• Working knowledge of Web-based applications (Windows/MS Office Suite)
• Demonstrated ability to delegate, motivate staff, and follow through on work/tasks assigned is required
• Provide customer service to producers and contract owners by effectively responding to incoming phone calls related to variable and fixed annuity products
• Perform outbound phone calls, as needed, to complete the fulfillment of requests and follow up on inquiries
• Effectively and efficiently communicate with customers by adhering to established call center protocols and performance standardsUpdate information in administrative and workflow systems to process producer and/or policyholder requests within established time and quality standards
• Remain current on changes and updates for products, processes, and operational procedures to ensure compliance with all required regulations and standards
• Must maintain strict adherence to schedule, have excellent time management skills, and be energized by front-line customer service delivery in a fast-paced environment
• Cross-train on multiple functions to provide operational flexibility and support for peak demand periods throughout the year Provide suggestions for improvement of current processes to management
• Two-year college degree or equivalent experience in financial institution operations, customer service, and/or annuity service operations
• Proven service aptitude and customer service skills in handling customer concerns effectively, timely and in a courteous manner
• Knowledgeable in annuity products (variable and fixed)Demonstrated experience using Microsoft Office and the ability to work simultaneously with multiple computer systems
• Scheduled hours may range from 8:15am-6pm Monday – Friday
• Ability to work overtime on an as needed basis, often without notice
• Prefer people with FINRA Series 6 licensed
• Sharp attention to detail and ability to perform with a high degree of accuracy
• Able to meet multiple performance targets @ or above benchmark service levels; including but not limited to accuracy, call quality, timeliness, and productivity
• Ability and willingness to learnDemonstrated decision making skills
• Flexible/Open to change - ability to adapt positively to changing business needs
• Focus on results - Proven ability to set and meet aggressive goals
• Work harmoniously with peers in a team environment to accomplish personal and professional goals
• Previous call center experience a plus
• Fluent in Dutch, French, English
• Minimum of 5 years’ experience in a fast paced Customer Service or Order Management role, preferably in the Medical Diagnostics or related industry, and in a US company
• Hands-on approach
• Respond efficiently and effectively to customer issues
• Experience with ERP systems such as SAP or QAD and CRM systems
• Demonstrate an intermediate level in Word and intermediate/advanced level in Excel
• Experience of working in a fast paced, international environment
• Experience of working with quotations, contracts and tenders
• Knowledge of local HCW regulations is an advantage
• Handles customer calls/correspondence for scheduling and inquiries
• Records all customer information and call history information accurately on electronic systems
• Maintains level of knowledge and understanding of features of service, operating systems, marketing promos and special offers
• 2-4 years clerical or customer service experience Basic knowledge of Microsoft Word, Excel and Windows
• Problem-solving skills
• Ability to work in a stressful, face-paced environment
• Demonstrate outstanding service to identify the source of the issue and work to resolve customer inquiries and issues in a timely and professional manner, related to benefits, eligibility and claims, financial spending accounts and correspondence
• Help guide and educate customers about the fundamentals and the benefits to them of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
• Proficient problem solving approach to quickly assess current state and formulate recommendations
• Ability to work regularly scheduled shifts within our hours of operation, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed
• Process new orders and schedule changes on customer orders through ERP?SAP system on a daily basis
• Provide new and changed order acknowledgements to customers within 48 hours
• Work closely with Planning team to plan, expedite and coordinate customers orders
• Work closely with Logistics team to ensure shipments are delivered to customers in a timely manner
• Provide shipment confirmations & tracking details to customers upon delivery
• Anticipate and identify issue that may result in a late delivery to customers
• Work closely with customers to follow-up and resolve any issues that may arise anytime
• Interact daily with Sales/Marketing Team and customers worldwide through phone calls and emails on any issues related to orders
• Record and document all orders to ensure transactions accuracy and compliance with all internal and external audits
• Manage inventory re-conciliation for consignment and VMI orders
• Manage quarterly re-pricing with Marketing Team and customers
• Prepare monthly and quarterly reports for management review
• Demonstrate self initiatives in problem solving fostering team work among group members
• Post Secondary education with experience in order management/fulfillment
• Diploma/Bachelor Degree in Marketing/Business Administration/Management
• Minimum 3 years of related experience in a semiconductor environment
• Solid computer literacy (Excel, Word, PowerPoint etc
• Good communication skills with different levels of audiences
• Solid knowledge of ERP system/SAP
• Good spoken/written English, Chinese and Malay
• The primary objective of this role is to implement and support the worldwide accounts to ensure optimal achievement of the company’s objectives
• You will be responsible for interfacing with customers, sales or service representatives, BU, planners to handle a variety of pre-sales or post-sales service functions
• You are required to respond to providing assistance to external/internal customers in areas such as order fulfillment processes, quote generation, customer service requests, product changes or returns, accounts receivable collections, contract issues/administration etc
• Your job responsibilities may need you to be multi tasking and manage different projects / programs during same period of time
• You are required to process new orders, change orders and prepare schedule reports for the customer besides managing backlog, expediting across internal departments to influence production & shipping schedules
• You need to work with internal divisions to create new accounts, drive customer specific order requirement and resolve shipment/billing issues
• Processing and handling of failure analysis and material returns, by close coordination with quality team and customers for RMA closure
• You will be required to solve complex administrative and non-technical problems requiring breadth/depth of customer service knowledge
• Project management skill, Business Intelligence experience
• Preferably > 2 years of relevant working experience
• Experience working in a global organization
• Experience working effectively with diverse groups
• Proficient in Microsoft Office applications
• Knowledge of SAP and Model N would be an added advantage
• Proven ability to prioritize and multi task
• Responds to customer concerns via email and phone using professionalism, problem solving skills and exemplary customer service. Places outbound follow up calls, as required
• Reads and researches relevant materials and resources to stay current with program knowledge
• Flexibility to work varied shifts
• Applies knowledge of organization, products and related services and polices to provide a variety of customer services through mail, telephone and personal contacts
• Provides pricing and delivery information and processes orders
• Resolves customer questions, complaints, and requests, frequently involving some policy interpretation
• May process adjustments in orders and billing
• May serve as liaison between customers and various departments
• Sets up new accounts, maintains other records, prepares required reports, and performs typing/word processing assignments and related clerical duties
• Operates computer terminal and/or personal computer
• One year sales or technical experience
• Strong work ethic, do what it takes to get the job done-approach while maintaining high business ethical standards
• Sales experience in the distribution or retail industries
• Strong communication skills, both verbal and written
• Strong customer service, organization, and multi-tasking abilities
• Handling of escalated issues from CSRs
• Monitoring call queues, breaks, lunches; as back up to Lead and Supervisor
• Manage Member Outreach and Satisfaction Surveys
• Development & presentation of training materials
• Training of newly hired staff
• Receives and records customer concerns via phone. Acts to resolve concerns in accordance for corporate guidelines and standards for all areas of claims, authorizations and IPA functionality
• Functions as liaison between member, physician, health plan, and IPA staff
• Ability to interpret provider and health plan contracts to ensure accurate responses to calls
• Log issues into the Customer Service Tracking database that require resolution and/or follow-up
• Follow and support the guidelines set by the department and organization to ensure overall goals are met
• Maintain minimum standards for the department for quality and quantity of calls received
• Foster interpersonal relationships, showing empathy and understanding towards staff, protecting individual self-esteem. Understand own impact on others; interact effectively with peers, subordinates, and supervisors
• Any other assigned duties as delegated by the Customer Service Supervisor
• High school diploma or a general education degree
• Minimum of three years of experience in Medicare and HMO environment
• Minimum of three years claims processing or claims customer service experience
• Minimum one year of authorization/referral processing experience
• Minimum of three years of previous customer service experience
• Ability to interpret provider and health plan contracts
• PC proficient in a windows environment to include Microsoft word, Outlook and Excel
• Excellent communication and presentation skills
• Good grammar, voice and diction
• Ability to identify confidentiality and its requirements (HIPAA)
• Strives to be a team player
• Must have excellent, writing, punctuation, grammatical and spelling skills
• A comprehensive understanding of insurance pre-certification requirements, contract benefits, credit and collection procedures, and financial assistance programs as well as a familiarity with medical terminology. This level is normally acquired through one to two years' experience in hospital billing and registration
• Ability to operate accounts receivable inquiry and ADT functions, insurance pro-ration and verification on SMS, as well as inquiry functions on electronic billing as normally acquired through 1 year training and work experience
• Knowledge of medical terminology required
• Experience as Customer Service Representatives
• A minimum of 1 year of work experience in a customer service or retail environment
• In-depth proficiency with MS Word and Excel
• Ability to solve problems and make sound business decisions
• Initiative and the ability to work independently
• Strong organization skills and the ability to prioritize a varied workload
• Strong customer service skills and team orientation
• Knowledge of SAP is preferred
• Strong knowledge of the golf industry is preferred
• Nike customer service experience is a plus
• May do one or all of the following
• High school graduate or equivalent; AS/BS degree in life science highly desired
• 5+ years experience in a customer service, order fulfillment and invoicing environment preferably within life science or biotechnology
• Computer proficiency - MS office, database systems
• Proven excellent telephone, communication and people interaction skills, including customer contacts
• Experience with QAD MFG ERP systems (SAP, Oracle, etc)
• Must have strong attention to detail data entry experience
• Experience in coaching or training others on new processes
• Ability to share new ideas on process improvements
• To coordinate and develop projects proactively with the final client
• 3-5 years of experience in Sales
• To generate sales orders in the system regarding client necessity
• Be attentive to customer service in the company sales, promotions, facilities and communications, receive stock, maintain good relationship with manufacturer
• To do sales orders follow-up and coordinate order process with the purchasing department
• Ensure that the despatch are coordinated according to the Client's needs
• To develop improvement plans according to customer surveys
• Prepare internal sales reports (PipeLine maintenance & Forecast)
• Dynamic and proactive person
• Willingness to learn
• Negociation skills
• Assertive Communication
• Provide a high standard of customer service support to Thermo Fisher Scientific Distributors & Export Houses across EMEA
• Comprehend “Address Book” effectively, open accounts as per process
• Adhere to SOP’s, SLA’s and departmental training guidelines
• Process high value Export & Distributor orders received via fax /email/ web
• Determine method of order entry and adhere to strict “cut off times”
• Ensure Distributor quotes are correctly applied at order entry level, confirming price and availability of products to customers as required
• Ascertain expiry date requirements and harmonize with Distributor pre- shipment
• Schedule shipments accordingly and coordinate with essential functions across the organization to ensure smooth and timely dispatch of goods
• Prepare country specific shipment paperwork to comply with current Export legislation
• Recognise and be able to interpret Air Waybills and Commercial Invoices
• Comprehend shipping and storage conditions
• Invoice shipments manually and electronically
• Calculate and invoice freight
• Deal with customer complaints and complex requirements efficiently and professionally as per the service level agreement
• Manage the process for escalated enquiries and complaints to resolution, without managerial support
• Play a key role on assignments and projects, as part of a team or on a individual basis
• Build and enhance customer relationships, positively representing the organization
• Provide expertise, guidance and support to colleagues
• Provide cover to the supporting Manager when required
• Solve / escalate systems issues
• General office duties required
• Work with warehouse shipping and tracking systems ie, TRAX/DHL/TNT
• Work with E-Z Cert World (Local Chambers)
• Recognize and comply with the need for confidentiality, be able to work on own initiative
• Must be able to “Micro-Manage” complex Distributor accounts
• Partner with key strategic entities such as the European Distribution Centre/UK warehouse, Freight companies, local Chambers of Commerce
• Experienced Microsoft Office and ERP system user
• A minimum of 3 years customer service experience required, preferably in an Export environment
• Display stringent attention to detail and accuracy in the work place
• Ability to identify and solve problems and to multi task under deadlines
• Possess self motivation , enthusiasm, a positive attitude and perform as a team player
• Possess good organizational skills and have the ability to prioritize effectively
• Be able to demonstrate judgment, tact and diplomacy at all times
• Experience and knowledge of Incoterms ® 2010 is required
• Some experience and knowledge of Letters of Credit in accordance with UCP 600 is required
• Some knowledge of Export Reference tools is required
• Fluent in French. Additional languages preferred
• 2+ years of experience in complaints processing, preferably in the retail/digital industry
• Flexibility and ability to thrive in a rapidly changing, fast-paced environment
• Excellent written, verbal, facilitation and presentation skills
• Demonstrated ability to think creatively and to innovate
• Strong analytical, problem solving, and decision-making skills
• Comfortable in a metrics environment and receiving regular coaching for Improvement
• Takes ownership and manages the resolution of all contacts assigned
• Investigates all actions on accounts subject to complaints, looking for compliance issues & opportunities for improvement & coordinates work of others investigating such matters
• Monitor, respond and resolve escalated customer issues/inquiries coming through various social media channels - including, but not limited to, Facebook TRU/BRU wall posts, private messages and marketing posts, Twitter - to full resolution within established SLAs
• Identify social trends, issues, and concerns and work cross functionally with internal and external partners, including Public Relations, Merchandising, and Store Operations to ensure all guest issues are properly addressed; follow up with root cause analysis
• Produce and maintain process flows and other documents for third-party vendor social media support on an as needed basis via social CRM tool (Sprinklr)
• Weekly reporting and metrics analysis
• Ad-hoc projects as specified by management team
• Play a key role within the implementation of new assignments and projects, as part of a team or on a individual basis
• Provide a high standard of customer service support to Life Technologies customers
• Manage all telephone / fax / written / web orders within the divisions guidelines, relay price and availability of products to customers where necessary
• Respond and process all telephone enquiries as per the service level agreement
• Good organizational skills and the ability to prioritize and / or delegate effectively
• Demonstrate judgment, tact and diplomacy in dealing with internal and external customers
• Handle and resolve customer queries and requests via phone and email on products and services (including Individual Financial Products and wealth management products) in a professional manner with tactful customer service skills
• Cooperate with other teams and team members to ensure timely resolution of customer requests and problems
• Provide support to management and recommend productivity/service improvements
• 2+ years of customer service experience
• Preferably worker in a call centre environment (but not essential)
• Experience in Individual Financial Products or MPF, group medical, financial and wealth management products preferred (but not essential)
• Either professional work experience or graduate qualifications
• Excellent telephone manner with good interpersonal skills
• Mature and pleasant personality
• Excellent service attitude and able to follow through on commitments to customers
• Adherence to quality standards
• Fast and accurate typing skills (over 45 wpm) and PC literate in Word/Excel
• Good communication skills in English and Chinese, both written and spoken
• Candidates with less experience may be considered for the position of Customer Service Representative
• Responsible in handling complex requests received and escalated by the Customer Service Staff from John Hancock agents, broker-dealer firms, banks, and policyholders
• Establish the role of a leader and senior contact within the team
• Acquire a strong working knowledge of the tools necessary to manage the team effectively and act as a product and process resource/go-to person to the Customer Service Staff on the production floor
• Provide walk-in support for new and tenured representatives and serve as a backup in the absence of the supervisors
• Assist all Customer Service Staff with complex problem analysis including appropriate research and resolution items, as well as escalated transactions including but are not limited to: Address/Name Changes, 3rd Party Changes, ADP/Credit Card Updates, Bill/Mode Changes, and Inflation Acceptances
• Assist in professional development of the Customer Service Staff by acting as a trainer when necessary
• Provide coaching to the Customer Service Staff to successfully improve the performance
• Responsible in the conduct of skills verification, ensuring that all Customer Service Staff are well calibrated
• Contribute to corporate development through process design initiatives, participation in various trainings, for and other MBPS processes and activities
• College/University graduate
• Candidate should not have any attendance issues or any disciplinary action
• Candidate must have at least one year tenure in their current position
• Candidate must meet job expectations and pass all performance metrics in his/her current unit
• Candidate must have comprehensive product knowledge
• Good understanding of Service Level Agreement
• Booting and shutting down computer, using mouse, and keyboard
• Ability to use email, phone system (AVAYA) – logging in and out, aux codes routing, transferring of calls, etc
• Proficient in using Microsoft Word, Excel and note pad
• Minimum keyboarding skills of 30 words per minute
• Candidate must have good organizational and time management skills with the ability to be flexible to changing environments and to work independently and meet tight deadlines
• Candidate must demonstrate problem solving and analytical skills
• Patience in understanding/answering questions from Customer Service Staff
• Possess a strong customer service skills (empathy)
• Good understanding of email etiquette
• Good multitasking skills (taking calls while processing real time requests)
• Ability to understand simple insurance principles (additional information regarding Long Term Care industry is an advantage)
• Able to handle escalated requests/calls
• Successful completion of the four-week New Hire Training Program for PHS Call Center
• Successful completion of the one-week Performance Improvement Program – Nesting Period for PHS Call Center
• Excellent Knowledge of the LTC Products and Services
• Excellent Knowledge of the LTC New Business and Complex Processes
• Knowledge of the PHS Call Center phone systems
• Proficient in using all PHS systems, applications and tools
• Ability to determine real escalations from urgent requests
• Able to process changes and create work items with minimal errors
• Adept at data collection, summarization and analysis of MBPS’ basic metrics
• Excellent relationship management skills
• Proven experience in Quality Excellence
• Great analytical skills
• Functions as primary focal point of contact for assigned customer related inquiries and represents the voice of the customer within the facility
• Performs customer requirements review of all assigned orders to ensure that the orders are processed and entered per negotiated requirements including importing and exporting requirements
• Accountable for ensuring orders are received into the ERP system and/or other support databases. Accountable for ensuring demand alignment
• Accountable for ensuring that the customer’s supplier web-based purchasing systems’ requirements are being fulfilled
• Assures compliance with all export control regulations - ITAR
• Provides continuous feedback to the customer on order status throughout the production cycle by providing proactive communication with the customer in anticipation of customers’ needs
• Coordinates the internal activities of all departments involved in achieving customer commitments. Coordinates resolving issues by achieving a mutually acceptable solution between Eaton and the customer. Represents Eaton in delivering plant recovery plans
• Assesses market channel delivery options (direct or through distribution)
• Works with pricing and contracts teams to negotiate contract pricing, delivery, administrative requirements and conditions ensuring compliance with Eaton’s policies, terms and conditions from proposal through shipment
• Manages Customer Metrics - Customer Complaint Process and keeps customer database updated with all activities and maintains all records for account responsibility
• Represents the company at customer review meetings (on and potentially at off-site meetings)
• Accountable for managing customer demand requirements and providing customer forecast in support of plant SIOP
• Bachelor’s degree from an accredited institution is required
• Minimum 2 years of customer interface experience in a manufacturing or corporate environment
• No relocation is provided for this role. All candidates must reside within a 50 mile radius of the Euclid, OH to be considered
• Experience in the Aerospace Industry
• Prior experience working in a professional role in a manufacturing environment
• Ability to manage multiple projects/activities; results driven
• Knowledge of standard manufacturing processes
• Process oriented and ability contribute to continuous improvement
• Ability to lead change in a team environment, to build effective teams; creative thinker
• Ability to deal with ambiguity and make effective decisions as well as to think strategically and influence others’ decision making
• Ability to quickly analyze, identify and implement opportunities and corporate initiatives for improvement that have measurable dollar impact each year
• Collaborative style and ability to work cross functionally
• Computer skills including experience with MRP systems and MS Office
• Prepare docs due to RF legislation VAT-invoices, acts, TORG-12, KC-2,3, Customer invoices); submit to the Customers personally
• Make all SAP transactions required (billing process)
• Control AR, work on aged AR; Cash collection issues
• Submit revenue reports to local management and Moscow office (accrued revenue, actuals etc)
• Calculation of Russian Content
• Admin responsibilities (DHL shipments, timesheets, expense reporting, preparing disposal lists for Supply Chain, vendor payments, vendor contracts, creating new vendors, chasing AP payments
• Daily communication with Customers and BH OPS/Sales Management
• Higher education (accounting is preferable)
• Knowledge of English (no lower than Intermediate)
• Work experience no less than a year
• Well-bred Russian speech
• Self-confident
• SAP/R3 knowledge
• Answers and documents incoming calls from Financial Service Representatives and/or clients to respond to their inquiries and/or provide status updates and policy provisions of fixed and variable annuity products
• Educates Financial Service Representatives on market requirements, processes, contract provisions, and annuity products
• Researches special requests made by Financial Service Representatives and acts as a liaison between the representative and Annuity Operations
• Stays current with annuity markets and products to provide a high and accurate service level
• High school diploma or equivalent required; Some additional educational experience or a trade or professional certification is preferred
• Must obtain FINRA Series 6 license within 90 days of hire
• Ability to work during the hours of operation of 7am-6pm Monday-Friday; must be flexible in regards to overtime & shift worked, which may change based on business needs
• Insurance or Financial Services industry experience or Product specific experience preferred
• A demonstrated ability to quickly learn and continuously develop functional knowledge and an understanding of company products as well as administrative, claims, underwriting and marketing functions
• A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment
• Strong computer/keyboard skills as well as solid math, analytical and problem solving skills
• Superb listening skills and professional oral & written communication skills with an ability to inspire trust and accountability though an empathetic communication style which promotes a quality image of MetLife
• Respond timely and accurately to customer inquiries and process requests, according to established standards with attention to style, tone, and manner of communication, received through the automated ADC system, mail, or email regarding inquiries on invoices, payments, and collections as outlined by the
• Customer Service Manager, positioning Stericycle products and services to customers. Requires excellent communication and multitasking abilities
• Handle more complex customer situations involving multi-site problem resolution and escalations. Identifies customers’ needs quickly and takes appropriate action to ensure those needs is met. Perform necessary research and work cross functionally to escalate and resolve problems
• Effectively negotiate through customer complaints, has some discounting authority, ability to make recommendations beyond authority
• Assists with training by delivering prepared lesson topics and by providing support for team members while on the floor. Guide new staff and answer questions of less experienced staff regarding established procedures and guidelines
• Supports projects required for servicing customers and Stericycle business
• Provides feedback to management on ways to increase efficiencies and the effectiveness of servicing customer’s needs
• Typically assigned to accounts having less complex needs with no renewal goals associated with assigned accounts
• Under direction of more senior staff, provides administrative support to an assigned group of clients
• Resolves customer service inquiries that require research and interactions with carriers or agents
• Generally requires assistance when resolving more complex problems
• Day-to-day client contacts are generally mid- or lower-level client staff and contact with clients
• Responds to client questions and maintains a log of conversations
• Markets new and renewal accounts according to company procedures
• Evaluates all proposals to include in spreadsheets
• Prepares renewals and client information presentations and assists in preparing RFP responses
• May provide guidance and direction to Customer Service Reps or administrative support
• High School Diploma/GED and 1 or more years of related experience
• Appropriate license
• Performs Customer Service duties 40% of the time
• Assists management to establish goals and objectives for Customer Service personnel; reassign duties as work load changes and evolves, and ensure the daily work is defined and performed by each team member. Provide feedback for performance evaluations for same personnel
• Works to ensure team members meet both team and individual performance expectations focusing on Safety, Quality, and Delivery
• Leads the team in the adherence to all SOP’s and Thermo Fisher Scientific policies. Review and update departmental SOP’s as required. Develop procedures and quick reference guides for the team
• Serves as trainer for new hires and work closely with the team members to ensure appropriate skill level for each member is maintained. Update and refresh training materials for daily work and for complicated functions/tasks
• Works with Management in recommending and participating in disciplinary activities (performing investigation and documenting issues) as directed by the Supervisor, Manager and or Human Resources
• Maintains active communication with Management on all issues and problems
• Communicates efficiently and professionally in both a verbal and written manner with internal and external customers and reply to all inquiries in a timely manner and with a sense of urgency
• Manages the process with the team for processing new customer orders. Track and monitor outstanding orders and ensure prompt consistent communication of open orders and recovery dates for back orders is given to customers daily and weekly as appropriate. Assist the team with the weekly population of the back order spreadsheet until such time it is no longer needed. Serve as liaison between Customer Service Representatives and other various internal customers
• Plans delivery schedules and works with Warehouse personnel to estimate product delivery
• Participates in the implementation, maintenance and improvement of quality processes and Customer Service daily work as it relates and is connected with other departments to ensure successful handoffs
• Participates in activities/surveys designed to improve OEM/Customer Satisfaction and business performances (CAS)
• Prepares departmental reports and work SAP reports daily for Customer Service including EDI workflow and maintain spreadsheet for open and back order status
• Prepares month end On Time Delivery (OTD) Report and distribute within timeline
• Supports Practical Process Improvement (PPI) and participates as required
• High school diploma or equivalent from an accredited institution. Bachelor’s degree preferred
• Minimum of 3 years of related Customer Service experience
• Proven ability to problem-solve with ability to gather and organize data as well as make recommendations
• Demonstrated initiative and leadership behaviors. Previous experience as a Team Leader a plus
• Proficiency in MS office applications
• Ability to identify and solve problems and to multi-task under deadline
• Independent order transaction, Calculation and Quotation
• Handling of claims
• Follow up of shipments / Containers
• International customer contacts
• Securing of customer satisfaction
• Achievement of economic results in an optimal way
• Completes tasks based on assigned team queues to ensure callers are serviced as required, assignments are triaged accurately, assignments are opened and coded in compliance with client and provincial regulation
• Provides claims services via internal channels (phone/fax/email/mail/) to claimants and internal and external customers
• Reviews incident and minor claims and determines compensability
• Ensures claim files are properly coded
• Coordinates vendor referrals for site inspection, loss mitigation, emergency assistance and scene investigation
• Assigns Loss Adjusters as required for emergency response and investigation
• Assists in administrative support to Loss Adjusting team to prepare reporting and compilation of data required for insurers and clients
• Customer Service based experience is required
• Administrative experience
• Ability to meet or exceed Performance Competencies
• French/English capabilities
• Establishes and demonstrates competency in eligibility, billing and receivable systems and associated applications. Implements customer service strategies and recommends related improvements/enhancements
• Ability to remain focused and productive each day
• Ability to execute own assignments
• Resolve billing issues, coordinate post entry activity on customer's behalf
• Air transportation: incumbent may be required to physically lift or transport freight
• Ocean transportation: when requested, will accompany managers/supervisors on customer calls
• Resolves customer inquiries and complaints via written, telephonic and face-to-face communication in a timely and accurate manner
• Prepares adjustments for services not properly processed, either systematically, or by forwarding to the appropriate area for follow up and resolution
• Meets all production, quality, and adherence standards. Attends all required training classes
• Elevates issues to next level of supervision, as appropriate
• Maintains accurate records, including timekeeping records
• Other duties as assigned or requested
• Knowledge of principles and processes for providing customer service, including customer needs assessment and meeting standards
• Ability to handle many tasks simultaneously and respond to customers and their issues promptly and professionally
• Ability to take direction and to navigate through multiple systems simultaneously
• Experience with Access, excel and word preferred
• Experience in presentation skills preferred
• Experience in training is a plus and preferred
• Provide guidance and training for other customer service reps to foster teamwork and ensure process consistency and customer satisfaction
• Accurately process all customer orders and invoices in accordance with customer and PGW financial control requirements to ensure both timely receipt of demand requirements by manufacturing facilities and timely and accurate administration of sample material expediting and customer billing
• Communicate and resolve all lead-time issues with customers to ensure mutual agreement to established delivery schedule for product
• Monitor shipping performance and direct premium shipping where expedited materials are required to meet customer expectations, respectfully disputing and resolving all warranted delivery issues
• Initiate processes and communications with internal sales and materials personnel as well as customer purchasing and materials personnel to ensure on time deliveries and timely problem resolution and to foster excellent customer relations
• Investigate and correct unpaid customer invoices and deductions, resolving all issues with credits
• Cross train in other customer service functions/accounts to assist during times of vacation, leaves, and absences
• Due to interactions with customers and multiple PGW internal resources at all levels within the company, interpersonal skills are essential in problem-solving, conflict resolution, listening, as well as sound judgment and decision-making
• Leadership characteristics to be able to foster a sense of teamwork within the customer service group
• Proficiency in OEM glass manufacturing, distribution, and shipping know-how is most beneficial in this role
• Proficiency in the Microsoft Office suite of products: EXCEL, Word, Power Point, Outlook, & Access
• Responsible for compliance with applicable Corporate and Divisional Policies and procedures
• Perform order data entry, process returns and all others task as it relates to department operating systems. Product availability call monitoring, reporting and is assigned progressively challenging tasks and projects to promote personal development
• Process all customer orders received via phone, fax, email or EDI accurately and promptly upon receipt. Customer data must be validated at time of order for pricing, terms, exceptions, and any special shipping requirements. If appropriate for CSR business unit, orders with products requiring certification must also be validated. Orders must be processed from entry through shipment and invoicing
• CSR ensures that all customer queries, (internal and external) on product quality, availability, and substitutions, inventory and order status, pricing, billing, invoices and traffic carrier concerns are resolved satisfactorily. Updates training records, coordinates work schedules and responsible for various other tasks as it relates to ensuring orders are shipped and billed in a timely manner
• Advise customers on product availability and inventory status. Assist the sales team with account inquiries and problems involving product quality, traffic carrier concerns, product availability, pricing and billing
• Responds to all customer complaints immediately and notify all relevant parties. Escalate as needed. Maintain customer account information, assuring efficient billing and maintenance of all related paperwork
• Monitors compliance of department documents, policies and procedures with regulations, by ensuring that required training and/or documentation is accurate, complete, correct revisions are in use, policies and procedures are understood and adhered to, and training records are maintained and controlled according to validated procedures
• Interacts with internal and external customers (sales, all support staff, doctor offices, distributors, vendors, suppliers, contractors, consultants, regulatory agencies or legal representatives), by meeting regularly, responding to requests and explaining procedures, to ensure operations are in compliance, promote positive business relationships and ensure that company interests are represented
• Oversees work area activities by providing support to CSR personnel (e.g. daily inspections, trouble-shooting, work priorities and assists with formulating corrective actions), to ensure the timely effective completion of tasks and alignment of area and company goals and objectives
• Provide outstanding customer support by analyzing, processing and responding to customer and sales team needs
• Advise customers on product availability and inventory status
• Assist the sales team with account inquiries and problems involving product quality, traffic carrier concerns, product availability, pricing and billing
• Assist with team initiatives as required
• Provide recommendation and alternatives on organizational improvements to facilitate cost reduction and improve business processes
• High School degree or equivalent experience required. 5+ years of customer service experience in GMP/ISO environment pertaining to drugs/medical devices, preferred
• Assists with the development of process improvements to promote continuous business excellence programs; investigates and solves basic problems that impact work processes and personnel within a unit or department
• Experience in customer service team environment, knowledge of SAP, Microsoft Office software-Word, Excel and others
• Knowledge and experience in medical device product, team-building, training and development and process improvement concepts
• Excellent analytical, organizational and communication skills. Ability to work cross-functionally, with customer driven focus and sense of urgency
• Excellent customer service skills and ability to write and express ideas clearly; plan and prioritize work
• Ability to develop effective rapport with other teams and departments
• Strong interpersonal skills to maintain effective working relationships with others
• Must be self-motivated, organized, have a keen attention to detail, able to meet deadlines, problem solve efficiently, strong ability to multi-task and time management skills
• Work with minimal supervision while exercising good judgment and displaying effective work habits. English, bilingual skills a plus. Strong typing skills are preferred. Ability to maintain a positive professional attitude. Demonstrate keen attention to detail and a conscientious and professional work approach. Must be willing to work in a fast paced, critical situation environment and have the ability to solve problems with a sense of urgency. Telecommunications experience desirable. Excellent interpersonal communication (oral and written), and organizational skills. Ability to work well in a team environment. Excellent phone skills. Capable of meeting deadlines and prioritizing multiple tasks, and work well under pressure.7675170411
• Order entry, status, and changes
• Product availability
• Quotations and Pricing
• Product information and specifications
• Delivery information and coordination
• Corresponds with customers, field sales, marketing and business units
• Invoice dispute resolution
• Return authorizations
• Complaint resolutions
• Willingness to adapt to change
• Ability to work in a team setting
• Possess organizational and time management skills
• Ability to communicate effectively and remain calm in difficult situations
• Some travel may be required for product training
• Other duties as necessary to meet the needs of the business
• Actively seeks information to understand customer’s circumstances, problems, expectations and needs for the purpose of resolving customer inquiries / issues. Shares and / or conveys routine information to customers, regarding their account(s), maintaining a professional demeanor in all situations
• Maintains, updates and monitors customer account information
• Interacts with customers to provide information in response to routine inquiries (telephone, email, mail, etc.) about products or services
• 1-3 years experience in customer service (insurance or banking) preferred, but not required
• Handle inbound email, web, and chat requests that are directed to the Customer Care Center. Requests of this type may be high volume and may include (but are not limited to): quotes, availability inquiries, reservations, equipment service and pickup, PO updates, billing discrepancies, and general inquiries
• Interact with second party / re-rent vendors for applicable requests
• Handle overflow call volume from various queues
• May include some selling or up-sell and cross-sell or promotion of products or services
• Proactively research and resolve issues and questions that arise pertaining to the account by effectively communicating with both internal and external customers in a timely and professional manner
• Champion customer needs while ensuring organizational goals are met
• Conduct diligent Purchase Order reviews; including review of reps and certifications
• Ensure quality flows down at the beginning of the order to ensure conformity process is correct prior to shipment of product
• Support demand management process by ensuring delivery dates are appropriately loaded in the SAP system and are aligned and reconciled including prioritization of orders through the factory
• Manage customer returns through the proper return channel in SAP
• Work closely with Operations for status updates, customer unique requirements, and delivery of product to meet customer expectations
• Assist FSS (Financial Shared Services) with accounts receivable issues and manage overdue balance to drive to on time payments
• Customer portal management for multiple customers
• Facilitate and lead weekly customer communication efforts and support metric tracking and applicable reporting requirements
• Participate in and contribute to Contracts Customer Support process development and improvement activities utilizing ACE (Achieving Competitive Excellence) operating system tools
• Perform various reporting activities and other duties/projects as directed
• Four years of experience in contracts administration or similar business related assignment, preferably experience with FAR, ITAR and US Government contracting
• Experience in proposal preparation, purchase order administration and contracts correspondence required
• Personal Computer Skills preferably with MS Office applications (Excel, Word, Access) and e-mail
• Must have strong communications skills
• The foremost job duty is to model and maintain a professional, friendly, respectful, courteous and helpful Customer Service attitude at all times, whether dealing with external or internal individuals
• Respond quickly, professionally, and accurately by phone, fax, mail or e-mail to all Customer inquiries regarding quotes, orders, status requests, complaints, product returns and warranties, follow-ups and other ad hoc customer requests
• Thoroughly read and review Customer purchase orders, comparing information on the purchase order to the quotations to validate order specifics and transfer accurately the full details to internal sales orders in a timely manner
• Notify the customer of any discrepancies on the purchase order after comparing to the quotation, when applicable, and tenaciously follow up until resolved
• Review backlog and production reports regularly and look for bottlenecks and delivery problems
• Coordinate individual customer accounts, including those that require special handling, and support them by researching, investigating and responding to status inquiries of productions scheduling, shipping information, and delivery problems
• Meet customer due dates on all orders or notify customer as early as possible if there will be a delay. Monthly reconciliation of Customer delivery scorecards
• Prepare packing lists for domestic and international shipments
• Review all exports for compliance in accordance with EAR and ITAR regulations. Maintain assigned Customer and department metrics, including bookings and backlog reports, Customer scorecards, past due and production reports
• Attend regular operations meetings to obtain information regarding details of the backlog, delinquent orders and issues
• General office duties and backup assistance to other customer service reps, switchboard operators, as well as provide assistance to the supervisor or manager, as needed
• Experience in a production environment is preferred
• 1 years minimum of customer service experience in a transaction based environment is required
• Demonstrated ability to handle multiple assignments competently, accurately and efficiently is required
• Strong computer skills are required
• Establish role as a leader and senior contact within the team
• Provide walk-in support for new and tenured representatives, provide back up for supervisors in their absence, answer senior questions and work through high call volumes
• Assist newer CSRs with complex problem analysis including appropriate research and resolution items, as well as escalated issues and ensure that they are handled within the turnaround time
• Assist with the professional development of CSRs by acting as a mentor and assisting OJTs with training of new hires when necessary
• Acquire a strong working knowledge of the tools necessary to manage the team effectively and act as a product and process knowledge resource to associates on the production floor
• Help motivate team members to achieve stated team goals of productivity and quality and encourage commitment and engagement among team members
• Assist with managing AWD work queues
• Maintain an understanding of the exception process and be able to work with DSCs and CRTs
• Serve as Team Lead back up and assists in completing reportorial requirements
• Review/Quality Control transactions and processing items as necessary
• Act as a Resource for user acceptance training (UAT)
• Assist in coordinating team meetings and agendas
• Develop effective means of communication with other departments
• Act as a point of contact for key customer relationships
• Provide coaching to associates for to successfully improve the performance
• Coordinate with other departments to determine client/client request eligibility and status
• Candidate must meet job expectations and pass all performance metrics in his/her current unit and role
• Knowledge of browsers and relevant computer applications (Microsoft Excel, PowerPoint and Word )
• Follows simple instructions on how to log in to the phone system, transfer and conference
• Candidate must demonstrate problem solving skills
• Basic presentation and documentation skills
• Candidate must have comprehensive product and systems knowledge
• Licensing Training (Hired without P&C License): July 14th
• Start Date (Hired with P&C License): July 24, 2017
• Training Schedule: 9:00 am - 5:30 pm, Monday-Friday (8 weeks)
• Work Schedule: 11:30 am - 8:00 pm, Monday-Friday
• Bilinguals (English/Spanish) Encouraged to Apply
• Salary: $35,360 yearly
• Benefits start day one!!
• High school diploma required; Bachelor’s degree a plus
• Maintains Quality Assurance performance standards and strives to meet or exceed account productivity goals
• Receives and handles calls
• Responds to customer inquiries with the ability to go beyond typical scripted responses
• 2-4 years of experience in related area of experience within the contact center industry
• Good attendance record and schedule flexibility required
• Ability and willingness to assume responsibility for producing desired results through other people
• Ability to accomplish multiple tasks of varying priority within allotted time frames
• Process all United Academy requests both telephonically and via email in compliance with the company policies and procedures
• Accurately capture all information (required or additional) pertaining to a complete United Academy experience
• Communicate to a customer any terms/conditions applying to a request including United Academy billing and credit systems
• Negotiate price and discounts based on United Academy guidelines in accordance with pricing policies and procedures
• Categorize emails appropriately to foster streamlined communication and understanding among other United Academy Team members and CCC Leadership
• Prioritize all inbound requests appropriately based on urgency and possible time taken to complete request while maintaining that the United Academy line is available during scheduled times
• Execute day to day customer service related operational tasks to ensure delivery meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer service functions core values
• Leverage understanding of specific processes / systems and act as the first and second point of contact for any verbal or written form of enquiries from external customers and consumers and internal customers from the BP Business and third parties. These customers will include retail fuelling sites, branded and unbranded customers, commercial and strategic accounts and terminals
• Provide customer service via the internet, phone, fax and email to support activities including
• Account set-up, allocation and delivery issues
• Order processing and order fulfilment
• Sales order tracking
• Monitor supply outages and react accordingly for incoming and existing orders
• Retail marketing programme information, policy and product fulfilment
• Retail site experience complaints, fuel quality claims, site locator etc
• Complaint resolution, identification and management of complaint root causes
• Log, assign and track progress of queries and customer requests from receipt to completion ensuring data is accurately entered and maintained in all customer service and data collection systems
• Support GBS activities through immediate triage, escalation (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues
• Interfaces with customers to resolve 1st tier/routine to 2nd tier/complex customer service calls/queries problems.. Analyze customer needs, identify problems, research issues, and recommend solutions
• Escalates queries/requests for action as appropriate to Supervisor and/or Field for immediate action
• Maintain and create logs, records and files
• May visit client site which may result in additional sales, but goal is customer contact, servicing, and retention
• May perform customer setup and installations. Order and install necessary equipment. Test to make sure order meets customer needs
• May do training/product demonstrations. Training materials/manuals are usually provided. Customize to meet customer’s needs/applications. Training ranges from 1:1 to classroom to phone to web based to on site delivery
• Requires extensive knowledge of the company’s products and services
• Strong knowledge of computerized data entry system or other relevant applications
• Generally has 4+ years of related experience
• Provide direction and communicate weekly activities to part-time Saturday staff to ensure policy/procedure updates are reviewed and adhered to
• Collaborate and assist part time Saturday RSO staff as required
• Responsible for and/or assist with start of day/end of day cash procedures, night depository and ABM balancing
• Engage clients in conversation and explore potential challenges &/or problems that may require a product or service
• Determines client need - asks open ended and probing questions, listens, allow client to express themselves, confirms understanding, and uses positive body language
• Presents solutions and shows the added value of cross-sell opportunities. Overcomes or reduces objections
• Establishes effective client relationships
• Strong understanding of all the Bank’s products and services to be able to respond to the customer’s inquiries and needs, then refer appropriately
• Provide administrative support to the Manager, Retail Banking and all Account Managers to provide quality, efficient service to enhance our client relationships
• Follow the Bank’s policy and procedure manuals relating to the operations and security of the retail area
• Aware of personal limits and authorities with respect to the negotiation of items
• Good attitude and aware of the “team: This is most significant while dealing with clients and cooperating with both their coaches and peers to ensure a smooth daily operation
• Complete transactions as quickly, pleasantly and efficiently as possible
• Handle telephone inquiries in a pleasant manner, quickly and efficiently
• Ensures work area is neat and clean at all times
• Inspire trust by being open, honest and direct in communication, meeting commitments and behaving ethically in all dealings
• Treat all stakeholders with professionalism, dignity and respect and support an environment where people can contribute and excel
• Demonstrate strong interpersonal skills that contribute to working effectively in a diverse working environment
• Accept responsibility and accountability for actions and results
• Make decisions guided by common sense and sound business judgement
• Prepare and regularly review annual goals and career development plan with manager/supervisor
• 2-3 years of related customer service/banking experience
• Respond promptly to inquiries form customers via telephone or email
• Arrange delivery
• College or University degree in International Trade or relevant
• At least 1 years experience in customer service or import/export operation or international trade,
• Open-minded, team work, proactive and strong interpersonal skills
• Result driven attitude and ability to work under pressure
• Good computer skills especially for Excel, prefer has SAP knowledge
• Immediate available is an advantage
• Receives cash, check, and credit card payments from the public in-person, by mail, telephone, fax, etc. for a variety of transactions requiring knowledge of legal codes, regulations, and departmental policy
• Calculates change and issues receipts
• May issue permits and dispenses plans to the public
• Researches requests from a variety of internal and external customers regarding a variety of payment types
• May collect money for numerous permits, property and automobile taxes, water bills, and other miscellaneous fees through various payment methods
• May compile reports summarizing transaction details
• Provides standard information to the public
• Prepares deposits; balances receipts and compiles and maintains daily records
• May assist with general office duties and processing mail
• Answers telephone inquiries and transfers calls to proper locations
• Escalation Line Calls-inbound calls from customers that are more complex matters that were escalated from the CSA to be resolved in the most satisfactory manner. The Sr. CSA will be expected to have the knowledge of multiple functions of our processes and the understanding of various departments that can provide additional support so that the result is an end-to-end resolution for the customer.This expectation will require advanced problem solving and higher level of technical skills
• 2 or more yearsof experience with working in a Customer Care Center
• Proficient skills and abilities with PC applications and systems (CIS/ DIS billing system knowledge and experience a plus)
• Be able to work independently and available to work outside normal scheduled hours, as needed
• Customer focused, problem solver, respect for others, confidence, and clear communication skills are needed to satisfy customer needs
• Must have excellent communication and problem solving skills that will allow the associate to handle more complex call types
• Attention to detail, display empathy, team oriented and self-starter, attention to detail, ability to work effectively in a high demand environment with changing priorities
• Previous Customer Service Experience
• Inputs/updates employee pay lines in PeopleSoft as needed and ensures data accuracy
• Analyzes, corrects, inputs and processes payroll into PeopleSoft
• Establishes weekly calculation schedules for current and upcoming payrolls
• Resolves Service Now cases as defined by the SLA
• Processes Off Cycle Checks and file uploads as needed
• Generates all On Cycle Calcs for Payrolls
• Contributes to the Month End Processes
• Serves as Backup for Entering/Processing Garnishments
• Two years People Soft payroll experience required
• Task and goal oriented employee
• Works well with others – Team Player
• Typing Speed- 75 WPM
• Good computer skills – Micro Soft Office
• The Senior Level Customer Service Representative will handle receiving and/or placing telephone calls which are non-routine and require deviation from standard screens, scripts, and procedures and Liaise with sales and technical staff to keep them up-to-date with customer needs
• Designs, develops, and implements short and long-term solutions to improve Customer Service processes. Monitors and analyzes recorded impacts and other metrics; supports team members in the resolution of impacts, and recognizes trends in order to formulate changes in daily operations. Manages customer accounts to ensure US and global customer satisfaction
• Analyzes business processes. Develops corrective actions for driving long-term improvements in systems design and processes by gathering information, analyzing requirements, and defining and documenting problems related to Customer Service processes
• Designs and manages projects that address systemic impacts with the goal of implementing long-term solutions
• Supports team members in taking orders, order processing, and addressing customer-related issues by phone, fax, e-mail, Ecommerce, GFAX, or EDI
• Provides guidance and training to team members on the implementation of short and long-term system improvements
• Supports marketing launch strategy by implementing appropriate internal business processes and assists in the training/communication of the processes with the sales force as needed
• Provides focused expertise within a specific area in customer service operations, or coordinates, in a lead capacity, a specific area of operations (i.e. International ordering, National Accounts, etc.)
• Independently resolves customer issues with other departments such as planning, shipping, purchasing, marketing, sales, IT and contracting/pricing
• Takes initiative to develop, resolve and implement process improvements that enhance the organizations capability to deliver timely and effective customer service in area of expertise
• Leads projects cross-functionally when required
• Process with direction credit requests, debt memos, exceptions to policy, product allocation and other areas that may impact the balance between customer satisfaction and cost efficacy
• Trains other members in customer service team on subjects within their area of expertise. Assist with the creation of job aids and training documents
• Applies knowledge to assist others to understand the impact of process improvements
• Demonstrates the ability to work in a team environment, create/update department procedures, create/modify customer accounts as needed. May perform other duties as assigned
• Give accurate direction and support to team leaders to facilitate successful completion of organization’s targets and performance goals
• Assist with KPIs, reporting, and analysis as required
• Acts as a back up to the Customer Service Manager as needed by attending meetings, providing updates, and any other tasks as required
• Navigate the dedicated Home Depot front end system to provide inventory availability, order status, in transit details, manage customer info and provide product information, comparisons, warranty details, etc. Manage order changes, cancellations, returns, replacements and damage allowances
• Escalate service related calls to service team and ensure follow-up and case completion
• Serve as the key linkage between sales associates, consumers and all internal departments to maximize customer satisfaction
• Monitor 3rd party delivery agents to optimize performance on established metrics
• Seize opportunities to resolve problems efficiently and handle all customers with courtesy and exceptional customer service to reinforce the power of the Samsung brand
• Effectively educate Home Depot sales associates and end customers on Samsung Product Knowledge, including SKU differences. Maintain productivity standards (e.g. Talk Time, Quality, Service Levels, First Time Call Resolution, and Customer Satisfaction), utilization of soft skills for fast, courteous, friendly service to both internal and external clients using voice and email communication. Daily HD discrepancy report for kiosk account
• Mass changes on all accounts
• Trained backup and overflow support for Specialist 1
• Receive inbound calls from Advisors and clients who have service related issues
• Educates Advisors where to find on-line information
• Process incoming on line requests from Advisors and resolve requests in a timely manner
• Work independently to make decisions regarding resolution of issues
• Exercise judgment to know when to escalate issues to supervisor or manager
• Ability to communicate with other business units within the Advisor Group to resolve Advisors concerns and issues
• Analyze problems and follow through to resolution
• Meet quality and production goals
• Strong interaction with clearing firm and external vendors on routine brokerage account platform questions
• Keep up to date on changes to industry and business processes
• Series 7 license is helpful but not required
• Ability to work well as part of a team. Resourceful, detail oriented ability to multi-task, self starter
• Experience handling difficult situations with customers
• At least an intermediate ability in computer skills
• Ability to navigate multiple computer systems while interacting with the customer
• Strong knowledge of construction equipment
• Strong communication skills are essential
• Sale experience preferred
• Strong computer skills and knowledge of most current business software
• Independent worker and self-started with strong self-imposed structure
• Multi-tasking and organizational skills
• Must have clear and pleasant phone demeanor Excellent oral and written communication skills
• Proficient in Microsoft applications-Word, Excel, Access ,Email and SURI
• Knowledge of overall construction industry
• Knowledge of product and equipment usage and applications
• Flexibility and ability to deal with a high volume of tasks, stressful and sometimes unfamiliar situations
• Answer approximately 85 inbound calls per day from members who call in to respond to injury questionnaires or phone messages
• Access and analyze questionnaire responses to identify and build cases for subrogation review
• Refer cases to analysts for further investigation and negotiation
• Available to work 40 hours per week within the operating hours of the site (10:30 AM to 7:00 PM Monday - Friday)
• 1+ years prior experience in an office setting, call center setting or phone support role
• Previous insurance experience
• Basic knowledge of managed care industry
• Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications (be able to switch between computer screens / programs)
• May coordinate others' activities
• Experience with Microsoft Word (create/edit documents) and Microsoft PowerPoint (create/send presentations)
• Available to work 40 hours per week anytime within the operating hours of the site (10:30 am - 7:00 pm Monday through Friday)
• 1+ years of prior experience in an office setting, call center setting or phone support role
• Develop and maintain productive relationships with customers (e.g., provide a good first impression, command attention and respect, maintain professional tone, demonstrate confidence, de-escalate / defuse customers as needed
• Answer high volume calls from clients, regarding disputes, credit card payments, pricing and other general concerns on a daily basis
• Out bound calls will be made to clients, Sales, Quest labs, and other internal customers with information on billing issues and resolution
• Phone and mailbox duties will be processed concurrently to ensure all billing inquiries are researched and resolved. This includes verbal and written correspondence, noting outcomes in billing system and communicating escalated issues to the Supervisor and / or Sales Manager
• Active communication amongst the team must take place ensure consistent coverage of phones, internal and external mailboxes, which includes adhering to a set lunch schedule
• Process correspondence via mail, fax or paper requests, handling billing disputes and researching payments
• Work directly with the Collection Coordinators to process adjustments, manual sales and refunds for accurate invoicing and assisting with the collection of small balances
• Develop and maintain productive relationships / interactions with customers
• All aspects of research need to take place for accurate resolution which includes but not limited to: pulling chain of custody forms, requesting check pulls from the cash team, reviewing account activity and notes in billing system, accessing the Quest online invoicing system (eInvoice), reviewing prior emails in internal and external mailboxes, direct contact with clients, Quest labs, Accounts Payable, Sales Reps, Account Managers, local Quest standard business units and Quest non-standard business units
• Billing Reps will work directly with the ES Business Unit to educate them on billing practices and protocols for accurate communication to clients
• Thorough navigation of both Quest Billing System and the web Production and Quality based position
• Timely and accurate follow up to all impacted parties (internal and / or external) that provides an explanation of resolution and requested information is mandatory
• Maintain and follow SOP’s and perform web billing for clients as needed
• Maintain ongoing communications with customers during the resolution process to communicate status updates and other required information
• Maintain focus on customer interactions without being distracted by other factors
• Follow Compliance and HIPAA Regulations at all times
• Ability to meet production (and track daily) and quality standards
• 1+ years of Call Center Customer Service experience
• Microsoft Excel experience (creating and editing spreadsheets)
• Microsoft Word experience (creating and editing documents)
• 1+ years of experience in customer service, preferably healthcare billing
• Ability to work in a fast-paced environment
• Ability to meet production and quality standards
• The liaison between manufacturing and our global districts and some end use customers
• Work with shipping, and our outside craters to compliantly ship international goods
• Work with customers to determine their need dates and provide continuous order updates
• Review and convert purchase requisitions
• Manage orders through the Front End material creation process
• Trouble shoots all problems related to entering an order and moving the order through manufacturing
• Work with schedulers, buyers, planners, engineering, quality, assembly, machining, third party, accounts receivable, etc
• Expedite orders through the shop and update the customers
• Support distribution and redistribution orders
• High School or equivalent and 7 years of experience in customer service, order management or material management
• Excellent written and verbal skills required
• SAP experience or other ERP experience is highly desired
• Bachelors and 1-3 year experience
• Ability to move between product lines or service centers as required by department needs
• Ability to understand and effectively communicate information regarding multiple or complex product line or function
• Answer incoming UPMC Health Plan Member and Provider Service customer inquiries
• Conduct outbound calls to clarify follow up, and resolve inquires from Members and Providers
• Follow up on/documents actions required to service inquiry from UPMC Health Plan customers
• Handle special projects as assigned
• Investigate inquires from UPMC Health Plan Member and Provider customers
• May engage in the acquisition or transfer of structured clinical data, but does not engage in any activities that involve clinical evaluation or interpretation
• Moderate claim interpretation skills
• Provide exemplary customer service by being proactive and responsive to all UPMC Health Plan customer requests
• Remain current on all departmental policies, procedures, plan benefit designs and modifications
• Service as a mentor as assigned for newly hired staff members
• High school graduate or equivalent required, college degree preferred
• One year of customer service and/or call center experience
• Knowledge of Member and Provider Services preferred
• Proficiency in typing required. Ability to make independent decisions required. Knowledge of Microsoft Office and Excel spreadsheet program preferred
• A basic analytical skill necessary to evaluate customer inquires
• Demonstrates good organizational skills
• Places outgoing phone calls to complete follow - up on customer service requests as necessary
• Processes member terminations (i.e. phone dis - enrollment)
• Implements customer service strategies and recommends related improvements / enhancements
• Addresses special (ad - hoc) projects as appropriate
• Partners with other billing and eligibility department representatives to resolve complex
• Customer service inquiries
• Informs and educates new customers regarding billing / invoicing set up and billing/payment procedures
• Some College Preferred
• Experience with UNET
• Experience with ISET
• 2+ years of customer service experience in a call center environment
• 7+ years of experience
• Ability to understand the NMCI contract
• Provide support to Activity Customer Technical Representatives (ACTRs) and to the Activity Telecommunication Control Officer (ATCO) relating to telecommunications services
• Provide customer support on NMCI policies and issues
• Ability to manage NMCI data using Navy web and database tools including Microsoft Excel
• BA/BS degree preferred or
• High School diploma and significant customer service experience in manufacturing environment
• Candidate must have excellent communication skills and computer skills -- must be able to type 40 wpm
• Ability to multitask & prioritize problems
• Strong team behaviors
• Ability to make sound business decisions in a timely manner with minimum supervision

Related Job Titles

25 Customer Service Representative Resume Examples And Templates for 2025: Top Tips

A Customer Service Representative excels in communication, problem-solving, and empathy. Highlight these skills on your resume by using specific examples of resolving customer issues and improving satisfaction. Showcase accomplishments like increased customer retention or awards for service excellence. Tailor your resume to reflect adaptability and a positive attitude for maximum impact.

Table of Contents

Customer service representative resume examples.

Explore additional Customer Service Representative resume samples and guides and see what works for your level of experience or role.

Template #1: Customer Service Representative Resume Example

Template #2: social media support specialist resume example.

Template #3: It Help Desk Analyst Resume Example

Template #4: Phone Support Representative Resume Example

Template #5: Tier 3 Support Engineer Resume Example

Template #6: Online Chat Support Agent Resume Example

Template #7: Customer Experience Specialist Resume Example

Template #8: Tier 1 Support Representative Resume Example

Template #9: Tier 2 Support Representative Resume Example

Template #10: Customer Care Specialist Resume Example

Template #11: Product Support Specialist Resume Example

Template #12: Multi Channel Support Specialist Resume Example

Template #13: Technical Support Engineer Resume Example

Template #14: Remote Call Center Representative Resume Example

Template #15: Email Support Agent Resume Example

Template #16: Chat Support Agent Resume Example

Template #17: It Support Specialist Resume Example

Template #18: Remote Customer Support Agent Resume Example

Template #19: Call Center Agent Resume Example

Template #20: Outbound Customer Service Representative Resume Example

Template #21: Virtual Customer Support Agent Resume Example

Template #22: Inbound Customer Service Representative Resume Example

Template #23: Help Desk Support Specialist Resume Example

Template #24: Senior Customer Service Representative Resume Example

Template #25: Technical Support Specialist Resume Example

Customer Service Representative Core Responsibilities

A Customer Service Representative plays a vital role in bridging various departments, ensuring seamless communication between clients and internal teams. Key responsibilities include addressing customer inquiries, resolving issues, and maintaining product knowledge. Essential skills encompass technical proficiency, operational insight, and adept problem-solving abilities, all of which contribute to achieving organizational goals. A well-structured resume can effectively highlight these qualifications, showcasing the candidate's capability to enhance customer satisfaction and support business success.

Common Responsibilities Listed on Customer Service Representative Resume

• Responding promptly to customer inquiries via phone, email, or chat.
• Resolving customer complaints and providing effective solutions.
• Maintaining thorough knowledge of products and services.
• Documenting customer interactions and feedback accurately.
• Collaborating with sales and technical teams to address customer needs.
• Processing orders, forms, and applications efficiently.
• Conducting follow-ups to ensure customer satisfaction.
• Training new staff on customer service protocols.
• Analyzing customer feedback to improve service delivery.
• Managing customer accounts and updating information as needed.
• Adhering to company policies and procedures while assisting customers.

High-Level Resume Tips for Customer Service Representative Professionals

In today's competitive job market, a well-crafted resume can make all the difference for Customer Service Representative professionals. This document often serves as the first impression a candidate makes on a potential employer, so it is vital that it effectively showcases both skills and achievements. A strong resume not only highlights your qualifications but also tells a compelling story about your career journey in customer service. This guide will provide practical and actionable resume tips specifically tailored to help Customer Service Representative professionals stand out from the crowd and secure that coveted interview.

Top Resume Tips for Customer Service Representative Professionals

• Tailor your resume to the job description by using keywords and phrases that match the requirements outlined by the employer.
• Highlight relevant experience by focusing on customer service roles and responsibilities that demonstrate your ability to handle various situations.
• Quantify your achievements where possible, such as stating the percentage of customer satisfaction you maintained or the number of issues resolved within a specific timeframe.
• Showcase industry-specific skills, such as proficiency in customer relationship management (CRM) software or multilingual communication abilities.
• Incorporate strong action verbs to describe your contributions, such as "resolved," "managed," and "enhanced," to convey your proactive approach.
• Include a summary statement at the top of your resume that encapsulates your strengths and career objectives in customer service.
• Utilize bullet points for clarity and readability, making it easy for hiring managers to scan your qualifications quickly.
• Keep your resume to one page if you have less than 10 years of experience, ensuring that it remains concise and focused.
• Proofread your resume thoroughly to eliminate any spelling or grammatical errors, as attention to detail is crucial in customer service roles.
• Consider including relevant certifications or training that enhance your qualifications, such as customer service excellence programs or conflict resolution workshops.

By implementing these tips, you can significantly increase your chances of landing a job in the Customer Service Representative field. A focused and polished resume will not only attract the attention of hiring managers but also demonstrate your commitment to providing exceptional customer service, setting you apart from other candidates.

Why Resume Headlines & Titles are Important for Customer Service Representative

In the competitive landscape of job applications, a well-crafted resume headline or title serves as a crucial first impression for Customer Service Representatives. A strong headline captures the attention of hiring managers, providing a concise summary of the candidate's key qualifications in a single impactful phrase. It sets the tone for the rest of the resume, making it essential that the headline is not only attention-grabbing but also directly relevant to the position being applied for. By distilling their skills and experience into a few compelling words, candidates can effectively position themselves as ideal fits for the role, significantly increasing their chances of landing an interview.

Best Practices for Crafting Resume Headlines for Customer Service Representative

• Keep it concise: Aim for a headline that is no longer than 10 words.
• Be role-specific: Include the job title or relevant keywords to indicate your area of expertise.
• Highlight key strengths: Emphasize your most valuable skills or accomplishments related to customer service.
• Use action verbs: Start with dynamic words that convey your ability to deliver results.
• Avoid jargon: Steer clear of overly technical language that may confuse hiring managers.
• Be authentic: Ensure your headline reflects your unique qualifications and personality.
• Tailor for each application: Customize your headline to align with the specific job description.
• Include quantifiable achievements: If possible, incorporate numbers to demonstrate your impact.

Example Resume Headlines for Customer Service Representative

Strong resume headlines.

"Dedicated Customer Service Expert with 5+ Years of Experience"

"Results-Driven Customer Support Specialist Focused on Satisfaction"

"Bilingual Customer Service Representative Committed to Excellence"

"Skilled Problem Solver with Proven Track Record in Customer Retention"

Weak Resume Headlines

“Customer Service Representative”

“Experienced in Helping Customers”

The strong headlines are effective because they provide specific information about the candidate's experience, skills, or unique attributes, making them stand out in a sea of applications. They convey a sense of professionalism and purpose, immediately communicating value to potential employers. On the other hand, the weak headlines fail to impress due to their generic nature; they lack specificity and do not highlight any particular skills or achievements, making it difficult for hiring managers to see the candidate's potential fit for the role. By ensuring that resume headlines are both compelling and tailored, candidates can significantly enhance their chances of success in the competitive job market.

Writing an Exceptional Customer Service Representative Resume Summary

A well-crafted resume summary is a vital component for any Customer Service Representative seeking to make a strong impression on hiring managers. It serves as a concise introduction that highlights your key skills, relevant experience, and noteworthy accomplishments, allowing you to quickly capture the attention of potential employers. In a competitive job market, a strong summary can differentiate you from other candidates by succinctly showcasing your qualifications tailored to the specific role you are applying for. The summary should be impactful, engaging, and designed to entice hiring managers to read further into your resume.

Best Practices for Writing a Customer Service Representative Resume Summary

• Quantify Achievements: Use numbers and statistics to highlight your successes and impact.
• Focus on Relevant Skills: Emphasize skills that are specifically mentioned in the job description.
• Tailor the Summary: Customize your summary for each application to align with the job requirements.
• Be Concise: Keep your summary brief, ideally within 3-5 sentences.
• Use Strong Action Verbs: Start sentences with compelling verbs to convey confidence and proactivity.
• Showcase Customer-Centric Values: Highlight your commitment to customer satisfaction and problem-solving.
• Include Industry Keywords: Integrate relevant terminology from the job posting to pass through applicant tracking systems.
• Reflect Your Personality: Convey your enthusiasm for customer service to give a sense of your character.

Example Customer Service Representative Resume Summaries

Strong resume summaries.

Dynamic Customer Service Representative with over 5 years of experience in fast-paced retail environments, consistently achieving a 95% customer satisfaction rating and resolving inquiries 30% faster than the team average.

Dedicated customer service professional with a proven track record of increasing customer retention by 20% through effective communication and problem-solving skills. Successfully managed high call volumes while maintaining a positive customer experience.

Detail-oriented Customer Service Specialist, recognized for training new staff and improving service protocols, resulting in a 40% reduction in complaint resolution time and an increase in team productivity.

Weak Resume Summaries

Experienced customer service representative looking for a job where I can use my skills.

I have worked in customer service for several years and am a good communicator.

The examples of strong resume summaries are considered effective because they include quantifiable results, specific skills, and directly relate to the responsibilities of a Customer Service Representative. They demonstrate measurable achievements, such as satisfaction ratings and retention improvements, making the candidate stand out. In contrast, the weak summaries lack detail, specificity, and measurable outcomes, making them vague and less compelling. They fail to convey the candidate's unique qualifications or the impact they have made in previous roles.

Education and Certifications Section for Customer Service Representative Resume

The education and certifications section of a Customer Service Representative resume is crucial for showcasing a candidate's academic qualifications and commitment to professional development. This section serves to highlight relevant degrees, industry-recognized certifications, and any specialized training that can enhance the candidate's credibility. By providing a clear picture of their educational background and continuous learning efforts, candidates can demonstrate their alignment with the job role and the skills necessary to excel in customer service. Including relevant coursework and certifications not only strengthens the resume but also indicates a proactive approach to acquiring knowledge and skills pertinent to the industry.

Best Practices for Customer Service Representative Education and Certifications

• Focus on relevant degrees, such as Business Administration, Communications, or Marketing.
• Include industry-recognized certifications, such as Certified Customer Service Professional (CCSP) or Customer Service Excellence Certification.
• Detail relevant coursework that pertains to customer service, conflict resolution, or communication skills.
• Highlight any specialized training or workshops that enhance customer interaction skills.
• Ensure the section is concise and directly related to the job role to maintain clarity.
• List certifications in order of relevance, showcasing the most impactful credentials first.
• Avoid listing outdated or irrelevant qualifications that do not enhance your candidacy.
• Consider including your GPA if it is impressive and relevant to the position.

Example Education and Certifications for Customer Service Representative

Strong examples.

• Bachelor of Arts in Communications, XYZ University, 2022
• Certified Customer Service Professional (CCSP), National Customer Service Association, 2023
• Completed coursework in Conflict Resolution and Effective Communication, XYZ University
• Customer Service Excellence Certification, Customer Service Institute, 2021

Weak Examples

• High School Diploma, ABC High School, 2010
• Certification in Basic Computer Skills, Online Training Provider, 2015
• Bachelor’s Degree in Philosophy, XYZ University, 2010
• Outdated Customer Service Training, Local Community Center, 2010

The examples of strong qualifications are considered effective because they are directly aligned with the skills and knowledge needed for a Customer Service Representative role. They showcase relevant academic achievements and certifications that demonstrate a commitment to the field. Conversely, the weak examples lack relevance or are outdated, making them less impactful for potential employers. They do not effectively support the candidate’s qualifications for a customer service position, which can hinder their chances in a competitive job market.

Top Skills & Keywords for Customer Service Representative Resume

As a Customer Service Representative, possessing the right skills is crucial for effectively meeting the needs of customers and enhancing their overall experience. A resume that highlights relevant skills not only showcases your abilities but also demonstrates your understanding of the demands of the role. Employers often seek candidates who can communicate clearly, resolve issues efficiently, and provide exceptional service. Thus, including a well-rounded mix of both hard and soft skills in your resume can significantly improve your chances of landing a job in this competitive field. For more insights, you can explore our guide on skills and how to effectively present your work experience .

Top Hard & Soft Skills for Customer Service Representative

Soft skills.

• Excellent verbal and written communication
• Active listening
• Empathy and emotional intelligence
• Problem-solving abilities
• Patience and adaptability
• Time management
• Conflict resolution
• Team collaboration
• Positive attitude
• Customer-centric mindset

Hard Skills

• Proficiency in customer service software (e.g., Zendesk, Freshdesk)
• Data entry and management
• Knowledge of CRM systems
• Technical troubleshooting
• Familiarity with call center operations
• Basic math skills for billing inquiries
• Multitasking capabilities
• Typing speed and accuracy
• Understanding of product/service offerings
• Ability to analyze customer feedback and trends

Stand Out with a Winning Customer Service Representative Cover Letter

Dear [Hiring Manager's Name],

I am writing to express my interest in the Customer Service Representative position at [Company Name], as advertised on [Job Board/Company Website]. With a strong background in customer service and a passion for creating positive customer experiences, I am confident in my ability to contribute effectively to your team. My experience working in fast-paced environments has equipped me with the skills necessary to handle inquiries, resolve issues, and build lasting relationships with customers.

In my previous role at [Previous Company Name], I successfully managed a high volume of customer interactions through various channels, including phone, email, and live chat. I consistently achieved a customer satisfaction rating of over 95%, demonstrating my commitment to providing exceptional service. My ability to listen actively and empathize with customers allowed me to resolve conflicts efficiently while ensuring they felt valued and understood. I am also skilled in using customer service software and CRM systems, which helps streamline communication and enhance the overall customer experience.

I am particularly drawn to [Company Name] because of your commitment to [specific value or mission of the company], and I am excited about the opportunity to contribute to such an inspiring organization. I believe that my proactive approach to problem-solving and my dedication to continuous improvement align well with your team's values. I am eager to bring my expertise in customer service to [Company Name] and help foster a culture of excellence in customer care.

Thank you for considering my application. I look forward to the opportunity to discuss how my background, skills, and enthusiasms can benefit your team. I am excited about the possibility of contributing to [Company Name] and am eager to share my ideas on how we can enhance the customer experience together.

Sincerely, [Your Name] [Your Contact Information]

Common Mistakes to Avoid in a Customer Service Representative Resume

When crafting a resume for a Customer Service Representative position, it's crucial to present a clear and compelling overview of your skills and experience. However, many candidates make common mistakes that can hinder their chances of securing an interview. Understanding these pitfalls can help you create a more effective resume that highlights your qualifications and aligns with the expectations of potential employers.

Generic Objective Statement : Using a vague or generic objective statement fails to capture the attention of hiring managers. Tailor your objective to reflect your specific goals and how they align with the company's mission.

Lack of Relevant Experience : Omitting relevant work experience can undermine your application. Ensure you include all customer service roles, even if they were in different industries, and highlight transferable skills.

Overloading with Jargon : While industry terminology can demonstrate your knowledge, overloading your resume with jargon may confuse hiring managers. Use clear, concise language that anyone can understand.

Ignoring Quantifiable Achievements : Failing to include specific metrics or accomplishments can make your resume less impactful. Use numbers to demonstrate your success, such as “resolved 95% of customer issues on the first call.”

Poor Formatting and Structure : A cluttered or poorly structured resume can make it difficult for hiring managers to read. Use consistent formatting, bullet points, and clear headings to enhance readability.

Typos and Grammatical Errors : Submitting a resume with typos or grammatical errors can give a negative impression of your attention to detail. Always proofread your resume multiple times and consider having someone else review it.

Listing Responsibilities Instead of Skills : Simply listing job responsibilities does not effectively convey your abilities. Focus on highlighting your skills and how they contributed to positive customer experiences.

Not Tailoring the Resume for Each Application : Sending out the same resume for every job application can be detrimental. Customize your resume for each position to better match the job description and demonstrate your interest in the specific role.

As a Customer Service Representative, your primary responsibilities include assisting customers with inquiries, resolving issues, and providing information about products and services. Key skills for this role often include strong communication, problem-solving abilities, and a customer-centric mindset. It's essential to demonstrate these skills effectively in your resume to catch the attention of potential employers.

Highlighting relevant experience, such as handling customer complaints or managing service requests, can set you apart. Additionally, showcasing soft skills like empathy, patience, and adaptability is vital in portraying your suitability for a customer-focused role. Remember to quantify your accomplishments where possible, as this adds credibility and impact to your resume.

In conclusion, if you're seeking to enhance your chances of landing a Customer Service Representative position, it's crucial to review and refine your resume. Take advantage of available resources to ensure your resume stands out. Explore resume templates for structured designs, utilize the resume builder for a user-friendly experience, and check out resume examples for inspiration. Don't forget to craft a compelling introduction with our cover letter templates . Start improving your resume today!

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