Customer Service Specialist - Ava Consulting
Grants Pass, OR
About the Job
As a Customer Service Specialist for Nassau OOGP Vision Group, your mission will be to act as a representative of our company to provide top quality service to our customers.
PRIMARY RESPONSIBILITIES:
Follow established processes and systems to ensure that Customer Care Standards are met or exceeded for every customer contact.
Maintaining a positive, empathetic, and professional attitude toward customers at all times. Develop a strong knowledge of our product portfolio and procedures
Demonstrate 100% follow through in every commitment in an effort to provide one call resolution.
Effectively communicate additional promotions and services we offer.
Process customer orders in a courteous, efficient, timely manner with minimal errors.
Properly document customer complaints and concerns immediately and facilitate satisfactory resolution.
Communicate effectively with leaders including the Customer Service Supervisor & Manager. Communications include updating them regularly to guarantee customer expectations are met and any problems or issues are addressed in a timely and professional manner.
Regularly attend and participate in team meetings.
Participate in ongoing training and development to improve the knowledge and skill required to better serve our customers.
Other duties as assigned by Manager.
Specific Duties:
Provide quality customer service by answering incoming customer calls and entering orders, responding to customer questions/concerns
Communicating with customers through various channels (Phone, email, chat)
Effectively communicate additional promotions and services we offer.
Engage with clients in a friendly and professional manner while actively listening to their concerns
Offer support and solutions to customers in accordance with the company's customer service policies
Identify customer questions, complaints, concerns, and respectfully and professionally provide sufficient answers and solutions to all customer queries
Redirect customers to appropriate departments and teams when necessary and follow up with callers on complaint/question status, ensure resolution
Collaborate with team members and other company departments to ensure overall customer and product satisfaction
Goals:
Quality Assurance 90% Rating on calls/emails/chat interactions
Transactions Per Hour 8 Transactions per hour worked (6 for chat)
Accessibility 85% Availability, minimize unnecessary off line time
Answered Interactions 99% of Interactions are answered
Attendance Compliance to the attendance policy
Development & Training Completion of training and action steps
PRIMARY RESPONSIBILITIES:
Follow established processes and systems to ensure that Customer Care Standards are met or exceeded for every customer contact.
Maintaining a positive, empathetic, and professional attitude toward customers at all times. Develop a strong knowledge of our product portfolio and procedures
Demonstrate 100% follow through in every commitment in an effort to provide one call resolution.
Effectively communicate additional promotions and services we offer.
Process customer orders in a courteous, efficient, timely manner with minimal errors.
Properly document customer complaints and concerns immediately and facilitate satisfactory resolution.
Communicate effectively with leaders including the Customer Service Supervisor & Manager. Communications include updating them regularly to guarantee customer expectations are met and any problems or issues are addressed in a timely and professional manner.
Regularly attend and participate in team meetings.
Participate in ongoing training and development to improve the knowledge and skill required to better serve our customers.
Other duties as assigned by Manager.
Specific Duties:
Provide quality customer service by answering incoming customer calls and entering orders, responding to customer questions/concerns
Communicating with customers through various channels (Phone, email, chat)
Effectively communicate additional promotions and services we offer.
Engage with clients in a friendly and professional manner while actively listening to their concerns
Offer support and solutions to customers in accordance with the company's customer service policies
Identify customer questions, complaints, concerns, and respectfully and professionally provide sufficient answers and solutions to all customer queries
Redirect customers to appropriate departments and teams when necessary and follow up with callers on complaint/question status, ensure resolution
Collaborate with team members and other company departments to ensure overall customer and product satisfaction
Goals:
Quality Assurance 90% Rating on calls/emails/chat interactions
Transactions Per Hour 8 Transactions per hour worked (6 for chat)
Accessibility 85% Availability, minimize unnecessary off line time
Answered Interactions 99% of Interactions are answered
Attendance Compliance to the attendance policy
Development & Training Completion of training and action steps
Source : Ava Consulting
