Salary (Median Pay)
For customer service representatives.[1]
- Salary: $35,830/yr
- Hourly Rate: $17.23/hr
Duties and Responsibilities
- Answer incoming calls from customers;
- Answer questions;
- Call past clients/customers to alert them of new products, services, and/or policies as they are available;
- Collect survey data;
- Coordinate with internal departments or clients contracting the company;
- De-escalate incidents with unhappy customers;
- Find solutions to customer problems;
- Follow-up with unsatisfied customers;
- Maintain records of all calls made and received during all work shifts;
- Place outgoing calls to customers;
- Process paperwork on behalf of customers;
- Provide resources to customers;
- Regularly review customer accounts to ensure all information is current;
- Re-route calls to other departments;
- Sell additional products and/or services; and
- Train new employees.
Qualifications
- Active listening and interpersonal skills;
- Ability to maintain composure in high-stress situations;
- General computer literacy;
- High school diploma or equivalent;
- Excellent written and verbal communication skills;
- Experience in a customer-facing position;
- Fast-paced;
- Familiarity with multi-line telephone systems;
- Flexible;
- Knowledge of company products, services, and policies;
- Multilingual (encouraged);
- Multitasking;
- Organizational skills;
- Patience;
- Time management; and
- Troubleshooting and problem-solving skills.