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PDS Tech Inc Customer Service Representative-Inbound in Alton, Illinois

Job Summary:

Responsible for responding to customer interactions with courtesy and professionalism. Responsible for addressing customer concerns efficiently and completely via the telephone and correspondence as appropriate, using information from online systems and office databases. The position requires flexibility to work weekends and/or evenings via a rotating schedule (non-traditional schedule).

Receive inbound calls and correspondence from customers related to services provided. Remain accessible to achieve appropriate service levels Make outbound calls or send approved correspondence to customers or appropriate parties as needed.

Clarify the needs of the customer, answer customer inquiries, and assist in the resolution of concerns.

Document customer contacts and claims, as appropriate.

Maintain common online and physical files regarding specific activities.

Maintain a high level of application, process, and water and sewer utility knowledge. Identify and relay to Team Supervisor areas of improvement within the customer inquiry and concern resolution process.

Continuously improve call handling skills, systems knowledge, and communications skills and software knowledge, enhancing customer service levels. Be receptive to performance feedback and continuously seek to improve own skills.

Provide exceptional service to the customer that meets or exceeds all contractual service level agreements.

Support and sustain a positive environment that fosters team performance and individual excellence.

Maintain adherence to all policies, procedures, programs, standards of performance and approved business objectives, including those involving affirmative action, communications, community relations, human resources, labor relations, health and safety, and security.

High school diploma, GED, or equivalent plus two (2) years experience in related business environment.

Strong customer service and telephone sales skills.

Strong organization, communication and problem-resolution skills.

Ability to present information or respond to inquiries from groups of managers, associates, customers and contractors.

Skill utilizing on-line internal systems and web-based software preferred; aptitude to learn these skills quickly acceptable.

Proficient typing skills.

Proficiency utilizing MS Office applications and Lotus Notes.

Ability to continuously improve customer service skills and systems knowledge.

Ability to handle difficult calls and avoid escalation whenever possible

Knowledge of customer service and sales protocols.

Bi-lingual(Spanish) a plus

Monday-Friday 6:00am to 9:00pm (the 8 hours worked will be between those hours)

Weekends 6:00am to 6:00pm

The job requires flexibility to work weekends and/or evenings via a rotating

schedule (non-traditional schedule).

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

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