Customer Service Agent-Entry Level

Summary: Provide technical support to customers by performing the duties listed below. 

 

Essential Duties and Responsibilites: Other duties may be assigned as neededSupport software downloads with customers, provide manual product training, and complete order process Answer daily inquires providing product support for customer base Provide assistance to customers with installations, reprogramming and troubleshooting Adjusts complaints concerning service rendered, referring complaints of service failures to designated departments for investigation

 

Supervisory Responsibilities:This job has no supervisory responsibilities.

 

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies

Analytical - Uses intuition and experience to complement data

Problem Solving - Identifies and resolves problems in a timely manner

Technical Skills - Strives to continuously build knowledge and skills.

Customer Service ? Able to manage difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service.

Teamwork - Exhibits objectivity and openness to others' views; Gives and welcomes feedback.

Interpersonal Skills - Listens to others without interrupting; Keeps emotions under control.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.

Ethics - Treats people with respect; Works ethically and with integrity

Judgment - Supports and explains reasoning for decisions; Includes appropriate people in decision-making process.

Motivation - Demonstrates persistence and overcomes obstacles.

Planning/Organizing - Uses time efficiently; Develops realistic action plans.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure.

Quality - Looks for ways to improve and promote quality.

Adaptability - Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality - Is consistently at work and on time.

Dependability ? When needed, commits to long hours of work when necessary to reach goals

 

Qualifications 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

Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience

 

Language Skills

Ability to read and interpret documents such as operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

 

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

 

Computer Skills

To perform this job successfully, an individual should have knowledge of Microsoft Excel Spreadsheet software and Microsoft Word Processing software.

 

Certificates, Licenses, Registrations ? N/A

 

Other Skills and Abilities Excellent Customer Service skillsAbility to work independently

 

Other Qualifications - N/A