Customer Service Representative
ACBJ
Charlotte, NC
customer service
customer service representative
service representative
representative
customer service
chatbot
team
sales
administrative
multitask
email
performance metrics
metrics
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August 22, 2023
ACBJ
Charlotte, NC
FULL_TIME
- Respond to inbound customer service inquiries and resolve their service/sales needs.
- Complete administrative duties associated with service experience in a timely, accurate and professional manner.
- Multitask; handle inquiries through multiple channels simultaneously (i.e. phone, chatbot, email)
- Achieve minimum performance metrics - calls per hour, chatbot exchanges per day, emails per day, as well as length of interaction, accuracy, user satisfaction, and other KPIs.
- Work collaboratively and cooperatively with other members the team.
- Utilize call disposition codes 100% of the time.
- Self-manage wrap-up and extended wrap-up times, staying below the acceptable maximums.
- Utilize MPP ticketing system (for advanced support and escalations) in professional and appropriate manner.
- Stay up to date on the bizjournals.com website, subscription attributes, new product enhancements, and process changes.
- High school diploma and minimum two (2) years customer service experience (B2B preferred)
- Clear speaking voice and enunciation.
- Upbeat, customer-centric approach.
- Proficient computer skills including the use of Microsoft Word and Outlook
- Ability to multi-task and adapt in a fast paced environment.
- Ability to help and support team members
- Willingness to learn and share best practices
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