Customer Service Representative
Our company supports outreach for the greater community of LA with the goal of assisting low income families in obtaining communication outlets to provide situational improvement. In doing so, the primary objective at Imperious is coordinating the outreach program, ensuring compliant enrollment for the the consumer, and delivering the highest customer service to maintain the role in the marketplace is preserved.
- A team dedicated to providing excellent Customer Service in a fun and rewarding work environment!
- Open office environment to promote team support and engagement
- An assigned mentor and coach to guide you through your professional progression
- Monthly potlucks and fun social team events
- Excellent Company Benefits
- Advancement Opportunities
Provides customer support to business customers face to face for the outreach program. Handles customer inquiries and resolves simple and basic support enrollment issues, such as address changes, processing orders, warranty, or billing/payment.
GENERAL DUTIES & RESPONSIBILITIES:
Provides customer support for outreach enrollment. Serves as primary contact for customer issues. Escalates more technical product-related issues to the proper Product Support department
Processes a high volume of customer inquiries of products and services
Troubleshoots customer problems, identifies the root cause of the problem, and uses tools and resources appropriately to determine how to resolve customer problems
When unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource
Updates customer information and ensures accurate entry of contact information
Meets the standards of the job, such as quality standards, adherence to schedule, and average handle time
May provide guidance and/or mentoring to less experienced representatives
A high school diploma or GED is required for this role. Associate or Bachelor’s degree is preferable; or the equivalent combination of education, training, and work experience.
GENERAL KNOWLEDGE, SKILLS & ABILITIES:
Knowledge of the company’s products, services and business operations to enable resolution of customer inquiries
Excellent customer service skills that build high levels of customer satisfaction
Excellent verbal and written communication skills
Computer navigation and operation skills
Demonstrates effective people skills and sensitivities when dealing with others
Ability to work both independently and in a team environment
Entry level role. Basic skills with moderate level of proficiency. Generally performs a high volume of basic customer service inquiries about Imperious' products and services by following standard scripts and procedures. Works under close supervision without latitude for independent judgment. Consults with senior peers and team leads on non-complex issues to learn through experience. Typically requires zero to one year of experience in a customer service-related position in a service industry. Zero- 2 years of experience in the workers' compensation industry.