Military / Customer Service Representative

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denise dimascio
 Virtual
Posted: August 30 2016
Company Location: Miami, FL
Application Deadline: Available Year-round
Position: 50 Full-time, Paid

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Description

Responsible for acting as a liaison between customers and companies. Assists with complaints, orders, errors, account questions, billing, cancellations, and other queries.
Job prospects for customer service representatives are expected to be good due to employment growth and the need to replace workers who leave the occupation each year. Job opportunities should be best in telephone call centers.
There will be greater competition for in-house customer service jobs in the insurance and finance sectors—which often have higher pay—than for jobs in the telephone call center industry.
Candidates with good customer service and computer skills should have the best job prospects.

Employment of customer service representatives is projected to grow 13 percent from 2012 to 2022, about as fast as the average for all occupations.
Overall employment growth should result from growing industries that specialize in handling customer service. Specifically, telephone call centers, also known as customer contact centers, are expected to add the most new jobs for customer service representatives. Employment of representatives in these centers is projected to grow 38 percent from 2012 to 2022, much faster than the average for all occupations. Some businesses are increasingly contracting out their customer service operations to telephone call centers as they provide consolidated sales and customer service functions.
Employment growth of customer service representatives in all other industries will be driven by growth of those industries, as well as consumers’ demand for products and services that require customer support. Some companies will continue to use in-house service centers to differentiate themselves from competitors, particularly for inquiries that are more complex, such as refunding accounts or confirming insurance coverage.
However, some companies are increasingly using Internet self-service or interactive voice-response systems that enable customers to resolve simple problems, such as changing addresses or reviewing account billing, without speaking to a representative.
In addition, some businesses are expected to move customer service functions to other countries in order to cut costs, a practice known as offshoring. However, demand for customer service representatives in the United States should continue as companies adjust to consumers’ preference for U.S.-based customer support.

Responsibilities

Job Duties
Customer service representatives typically do the following:
Listen and respond to customers’ needs and concerns
Provide information about products and services
Take orders, determine charges, and oversee billing or payments
Review or make changes to customer accounts
Handle returns or complaints
Record details of customer contacts and actions taken
Research answers or solutions as needed
Refer customers to supervisors, managers, or others who can help

Customer service representatives typically do the following:
Listen to customers’ questions and concerns, and provide answers or responses
Provide information about products and services
Take orders, calculate charges, and process billing or payments
Review or make changes to customer accounts
Handle returns or complaints
Record details of customer contacts and actions taken
Review and select standard responses for answers or solutions
Refer customers to supervisors or more experienced employees
Customer service representatives answer questions or requests from customers or the public. They typically answer incoming phone calls, but some also interact with customers face to face, by email, or live chat.
The specific duties of customer service representatives vary depending on what kind of company they work for. For example, representatives who work in banks may answer customers’ questions about their accounts. Representatives who work for utility and communication companies may help customers with service problems, such as outages. Those who work in retail stores often handle returns, process cash refunds, and help customers locate items. Some representatives make changes to customers’ accounts, such as updating addresses or canceling orders. Although selling is not their main job, some representatives may help to generate sales leads while providing information about a product or service.
Customer service representatives typically use a telephone, computer, and other office equipment. Those employed in retail stores may occasionally use cash registers to process returns or orders.

Requirements

Resolve customer complaints via phone, email, mail, or social media.
Use telephones to reach out to customers and verify account information.
Greet customers warmly and ascertain problem or reason for calling.
Cancel or upgrade accounts.
Assist with placement of orders, refunds, or exchanges.
Advise on company information.
Take payment information and other pertinent information such as addresses and phone numbers.
Place or cancel orders.
Answer questions about warranties or terms of sale.
Act as the company gatekeeper.
Suggest solutions when a product malfunctions.
Handle product recalls.
Attempt to persuade customer to reconsider cancellation.
Inform customer of deals and promotions.
Sell products and services.
Utilize computer technology to handle high call volumes.
Work with customer service manager to ensure proper customer service is being delivered.
Close out or open call records.
Compile reports on overall customer satisfaction.
Read from scripts.
Handle changes in policies or renewals.

How To Apply

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