Customer Service Level 1 at Amelia Co. – Albany, New York

Contact Center Customer Service Representative Level 1
Location: Rochester
Reports to: Customer Relations Manager
Office direction from: Resource Desk
Field communication through: Central Dispatch

Levels
Contact Center Customer Service – Entry (level 0)
Contact Center Customer Service – Fully trained – (level 1)
Contact Center Customer Service – Able to be a lead/train others (level 2)
Contact Center Customer Service – Hourly Supervisor (level 3)
Contact Center Customer Service – Resource Desk /Analyst (level 4)

Purpose:
This is the fully-trained, base-level position. The purpose of this position is to learn, develop, and understand the skills required to be an efficient and effective customer service representative in the Contact Center. This individual will be able to perform with confidence the basic level of service to the client. This position may be cross-trained in outbound sales as well.

Essential functions:
• Answer or make calls to clients to learn about and address their needs, concerns, or other questions with products or services.
• Respond efficiently and accurately to callers to provide assistance while helping them feel supported and valued.
• Engage in active listening with callers to confirm or clarify information while allowing them to work through their emotions as needed.
• Schedule or update appointments in the computer system.
• Document clear and concise notes in clients’ profiles in order to communicate precisely to the technicians and technical leadership team.
• Use software, scripts, reference sources, and other resources appropriately.
• Understand and strive to meet Contact Center metrics while providing excellent customer service.
• Take part in training on an on-going basis to improve knowledge of company products, services, and procedures.
• Be able to perform the essential functions and physical requirements of the job with or without reasonable accommodation.
• Be able to meet Quality Assurance requirements.
• Accurately enter New Client Accounts.
• Meeting Contact Center Service Level of 85% or higher.
• Perform other duties as assigned by the Customer Relations Manager.

Customer Service Skills
• Empathy
• Communication skills
• Product knowledge
• Problem-solving skills
• Patience
• Positive attitude
• Positive language
• Listening skills
• A willingness to go the extra mile
• Personal responsibility
• Confidence
• Tenacity
• Authenticity
• Adaptability
• Attentiveness
• Desire to learn
• Professionalism
• Acting ability
• The ability to respond quickly
• Time management skills
• The ability to let it go
Core Competencies
• Communication Skills: possesses effective communication skills: oral, written, listening.
• Computer Skill: skilled with computers, takes advantage of new technology, learns new tools such as the intranet quickly, uses technology to enhance job performance.
• Customer Service: works well with customers, promotes a positive image of the company, and strives to solve issues raised by customers.
• Conflict Management: good listener, committed to finding solution to problems, works well with challenging people on a daily basis.
• Positive Attitude: sees challenges as opportunities, focused on the positive versus the negative, knows that situations get better with a positive attitude and genuine effort.

Physical requirements:
• Sitting (constant). For sustained periods of time with the ability to get up and move around occasionally.
• Typing (constant). Using a computer keyboard, mouse, and phone keypad.
• Talking (constant). Expressing or exchanging ideas by means of the spoken word.
• Hearing (constant). Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and document accurately what was heard in the client profile.
• Ability to work in a noisy, distracting environment.
• Seeing (constant). Ability to see in the following manner with or without corrective lenses: ability to read/see near or far, judge distances, and identify colors.
• Attendance and punctuality (regular/predictable). Regular/predictable attendance and punctuality for this position is required, compliance required at every level.

Education/Degrees/Certifications:
• High School diploma or equivalent.
• Coursework related to sales or customer service is preferred.
• Associates or Bachelor degree is preferred.
• Diploma/Certification/related experience in a Contact Center with customer service is preferred.

Please note: this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice.