Call Center / Customer Service IV

Call Center / Customer Service IV

Our Client, a Global Power Technology Leader company, is looking for a Call Center / Customer Service IV for their Nashville, TN / Hybrid location. Responsibilities include:

- Approve the resolution of customers service or billing complaints by authorizing activities such as exchanging merchandise, refunding money, and adjusting bills.

- Act as escalation point for clients/customers.

- Approve the referral of unresolved customer grievances to designated departments for further investigation.

- Review, monitor and audit records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.

- Solicit sale of new or additional services or products.

Requirements:

- High School Diploma or GED required and 2-3 years customer service-related experience required.

- Exercises independent judgment with minimal direction from supervisor.

- Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills (Required). Strong ability to work independently and manage ones time (Required). Strong ability to accurately document and record customer/client information (Required). Strong leadership and mentoring skills necessary to provide support and constructive performance feedback (Typically required). Previous experience with computer applications, such as Microsoft Word and PowerPoint (Required).

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or expression, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.