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Customer Service Representative in San Diego at Vaco

Date Posted: 1/25/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    San Diego
  • Job Type:
    Customer Service
  • Experience:
    At least 2 year(s)
  • Date Posted:
    1/25/2018
  • Job ID:
    87569

Job Description

Customer Service Representative

The Customer Service Representative II is responsible for handling our inbound customer cancellation calls by answering inquires; determining requirements; understanding and resolving problems and fulfilling requests with a focus on retention and providing excellent customer care. Additionally, the Customer Service Representative II holds a high level of responsibility for testing different retention script variations to determine appropriateness and effectiveness.

Responsibilities:

  • Assigned to cancellation queues, focus on meeting customer needs and providing solutions to retain them
  • Maintains customer records by accurately updating account information
  • Required to assist with technical calls
  • Develops expertise in product usage and uses appropriate strategies to provide solutions to meet their needs
  • Increases product usage and customer satisfaction through demonstration and promotion of product features
  • Adept at using retention strategies
  • Committed to understanding each product's benefits and exercises mastery and benefits to customers
  • Motivates agents in a positive manner through sharing their knowledge, techniques and retention stories
  • Works in conjunction with center leadership to embrace and extend retention strategies
  • Demonstrated ability to extrapolate key principals to improve process and retention techniques
  • Team oriented and a strong individual performer that shares best practices with other members
  • Focused on meeting Quality Assurance requirements and other key performance metrics

Qualifications:

  • Knowledge of call center telephony and technology
  • Good data entry and typing skills
  • At least 2 years of customer service principle and practices
  • Highschool diploma or equivalent
  • Attention to detail
  • Ability to be a team player
  • Goal Oriented
  • Passionate about helping others
  • Flexible and able to adapt to changing priorities, including the ability to multi-task and juggle many competing priorities and deadlines