Customer Service Agent

1 Assists less experienced service center representatives resolve complex customer questions.
2 Researches complex customer inquiries and responds to appropriate parties in a timely manner.
3 Informs staff of service level issues and escalates issues to supervisor/manager in a timely manner to minimize
corporate risk and enhance customer service experience.
4 Assists with establishing and obtaining goals for acceptable performance in accordance with client service
agreements.
5 Provide occasional phone coverage when required.
6 Interfaces with team members, management, and customers in reference to customer service issues.
7 Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.
8 Supervises daily transactions to ensure policy and procedures are in accordance with service level agreement.
9 Assists supervisor/manager with the day-to-day operations of the customer service area, including training and/or
mentoring less experienced staff.
10 Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance
their performance, development, and work product. Addresses performance issues and makes
recommendations for personnel actions. Makes recommendations for salary increases, transfers and
terminations to manager.

Basic Qualifications:

Bachelor's degree or equivalent combination of education and
Four or more years of customer service experience
Experience working with organizational functions and personnel
Experience working with fax machines, computer software, and telephone technology
Experience working with help desk software

Other Qualifications:

Good business and analytical problem solving skills
Strong communication skills
Ability to work independently
Ability to follow oral and written directions