Customer Service Representative (Client Service, Associate) (Remote 1 day in office)

Kaygen

Rochester, NY, US

Remote

Full-time

Description :

Paid Training is - CST ( weeks).

Max Pay for the role is $ / hr on W

Once out of training hours will be anywhere from a - p and the candidates must be able to work during those hours with no exceptions.

This is a Hybrid with day required in office. Day of the week varies based on site and may change with business need. As of right now the one day a week in the office is Tuesday for DAL / AUS / ROC and Wednesday for OXF.

Job Duties

Interfaces with customers to resolve st and nd tier / escalated customer service issues. Investigates, analyzes, coordinates and tracks moderately complex customer issues.
Conducts research as needed. Escalates issues for action as appropriate to more senior or specialized staff for immediate action.
Creates and maintains logs, reports, records and files.
Makes proactive calls to determine issues requiring close attention, identifies problems and works through to resolution.
May interface with offshore call center to answer questions on process or specialized situations.
May perform order fulfillment. Receives orders, reconciles information, tracks on spreadsheets, and follows up with customers.

May prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and / or other departments.

Performs other duties as assigned, such as special projects.

Job Qualifications

Education, Experience, Knowledge and Skills

High school diploma or equivalent, Typically requires + years related experience (college education may count for related experience)
Works under limited supervision
Responsible for completing assigned tasks within guidelines
No direct reports
Industry or functional experience highly preferred
Requires extensive knowledge of the company’s products and services
Strong MS Office skills : May need to create spreadsheets and presentations
Excellent verbal and written communication skills
Excellent customer service skills
Intermediate math skills
Advanced problem-solving skills
Ability to work under pressure and remain flexible to changing schedules and demands
Ability to understand, respond and resolve a wide range of customer issues that are complex in nature.

6 days ago

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