Handles customer service inquiries and problems via the telephone and records consistent problem areas

Job Duties:

• May respond to e-mail inquiries.
• Customer service is the primary function, but may include minimal selling or promotion of products or services
• Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures
• Uses computerized system for tracking, information gathering, and/or troubleshooting
• Requires general knowledge of the organization, products, and/or services
• May assess needs and suggest/promote alternative products or services

Attributes:

• Performs work under minimal supervision.
• Handles complex issues and problems and refers only the most complex issues to higher-level staff.
• Possesses comprehensive knowledge of subject matter.
• Provides leadership, coaching, and/or mentoring to subordinate a group. May act as a lead or first-level supervisor.
• Reports to: Typically reports to a supervisor or manager.

Competency:

• Typically requires a high school diploma and 4 to 6 or years of experience
• Oral and written communication skills
• Customer/client orientation
• Problem-solving skills
• Leadership skills