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EL PASO TX Full Time Posted: Monday, 11 February 2019
Applicants must be eligible to work in the specified location

Job Title: Account Representative II

Summary: This position supports the growing needs of the brand. The position responsibilities include a hands-on approach to consumer contact for multiple businesses and/or multiple contact types.

Essential Duties and Responsibilities include all or majority of the following below. Other duties may be assigned.

  • Confers with internal and/or external customers in order to provide information about products and/or services such as processing customer requests, orders, canceling accounts or obtaining details of complaints over the phone, by email, live chat, social media or other method of communication.
  • Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding.
  • Ensures customer satisfaction and loyalty by consulting with customers, assisting customers, and resolving a wide variety of customer requests, inquiries, and complaints.
  • Documents customer interactions and transactions, recording details of inquiries, complaints, comments and actions taken, to include Adverse Events.
  • Provides prompt and accurate service to promote customer loyalty for the client.
  • Obtains and examines all relevant information to assess validity of complaints and to determine possible causes. May make outbound calls related to the product or service, and/or in follow-up to a customer inquiry.
  • Resolves escalated contacts appropriately.
  • Processes promotions, rewards and loyalty referrals in interaction with consumers
  • Acts as the liaison with the social media representatives and agency partners for social media escalations.
  • Handles contacts via multiple channels and/or brands.

Supervisory Responsibilities:

This position does not have direct reports.

Job Specifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

Minimum of a high school diploma or general education degree (GED); 1-2 years customer service experience ie retail, fast food, hospitality etc. or equivalent combination of education and experience, preferably in a contact center.

Language Skills:

Ability to read and interpret documents such as safety rules, standard operating procedures (SOPs) or other job aids, to write routine correspondence, to speak effectively and informatively, and respond to questions from customers, clients or employees of an organization, over the phone or in-person.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions provided in written, oral or diagram form and to deal with problems involving several concrete variables in standardized situations.

Computer/Technical Skills:

Ability to type a minimum of 20 words per minute (wpm) with a high degree of accuracy while talking; proficiency with Microsoft Office and to navigate through multiple systems and job aids while responding to the customer's inquiry. Ability to navigate through and understand social media channels (Facebook, Twitter, blogs, etc.

Other Skills and Abilities:

Ability to manage difficult, irate or emotional customers while maintaining composure, to multi-task; excellent time and process management skills, strong data integrity and attention to detail, ability to read, write and speak a language in addition to English fluently may be required according to the program needs/requirements.

Other Qualifications:

This position may require participation in and possible travel to training sessions, completing self-study, certification and call monitoring.

Certificates, Licenses, Registrations:

This position requires completion and certification of all program-related training, Do Not Call and all other Privacy and Compliance related training.

Physical Demands & Work Environment: The physical demands and work environment characteristics described here are representative of those that an employee encounters and/or must successfully complete in order to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, talk and hear. The employee must occasionally lift and/or move up to 15 pounds.

The noise level in the work environment is usually moderate.

C3i Solutions is an Equal Opportunity Employer - EOE, M/F, D/V

EL PASO TX, United States of America
C3i Solutions
C3i Solutions
2/11/2019 7:00:42 PM

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