Graham Personnel Services has several openings for Tier 1 Technical Support CSR's to support our client in Greensboro.
Must report in person (no remote option)
Start date: 9/2
Pay rate: $15/hr. and $16/hr for Bilingual in Spanish & French
Hours: 9am-4:30pm M-F during training and 10:30am-7pm after training
Job Requirements:
- Become a Subject Matter Expert (SME) of clients’ products and services, and remain informed and knowledgeable of product and business changes
- Resolve customer issues or concerns via phone, chat, or email by asking troubleshooting questions to diagnose and provide accurate product and service information, according to established policies and procedures
- Accurately and efficiently update CRM / databases of all customer inquiries and request of warranty replacements
- Provide exemplary customer service by actively listening to customer issues or concerns, speak to customers in a professional dignified tone, provide empathy and understanding of the customer’s point of view, and handle every call with enthusiasm and pleasantries
- Maintain required performance expectations in quality, availability, call handle time, attendance, promptness
Knowledge, Skills, & Competencies:
- Exemplary Customer Service (Contact Center experience a plus) with ability to communicate with diverse audiences
- Excellent Active Listening skills
- Clear and tactful communication, both verbal (pronunciation) and written (accurate spelling and grammar)
- Service all customers, especially those agitated, with a pleasant and professional demeanor
- Technical and mechanical aptitude with ability to understand, troubleshoot and resolve technical issues
- Ability to manage customer information with sensitivity and discretion
- Highly accurate and detail oriented
- Ability to multi-task
- Flexibility in job hours from 8:00am-7:00pm Monday through Friday and a monthly Saturday 9:00am-5:00pm.
- Computer literate and proficient at typing (require 40 wpm / 6,000 kph)
- Excellent attendance and punctuality
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