Customer Service Representative

Customer Service Representative

Category: Help Desk / Support

Location: Melvindale MI

Zip Code: 48122

Duration: 2 months

Pay Rate: $17.00/hr.

Start Date: Immediate

General Function:

The Customer Service Representative provides high quality multi-channel support and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase Retail revenues and enhance the overall customer experience. Additionally, the Customer Service Representative initiates the escalation process for unresolved customer problems.

Major Duties And Responsibilities:

• Assists customers telephonically and non-telephonically with service and support issues.

• Resolves problems utilizing department tools, resources, business judgment and expertise, and appropriate partnerships with field/stores resulting in increased customer satisfaction and retention.

• Acts as a positive role models by demonstrating continuous performance improvement, solid business skills and support of department and company objectives.

• Ensures productivity, revenue generation, and quality levels are met in order to meet and exceed customer and Client Retail expectations.

• Uses courteous and professional language.

• Works effectively in a team environment.

• Creates a win-win resolution to problems.

Preferred Qualifications:

• Previous experience in a telephonic or personal customer contact position

• Client Retail store/field experience

• Must be able to handle the high volume of incoming and outgoing calls, email and text messages.

• We average 40 to 60 incoming calls per CSR.

• We average 10 - 20 outgoing calls a day, per CSR.

• The average call time is 2:15 minutes, however, the follow through time averages 5 - 15 minutes.

• Each CSR completes the leg work, research and follow through for every call, email or text they take.

• CSR average 1-5 emails a day and an average of 20 -30 text messages a day.

Belcan is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.