Call Center Customer Service Representative
Company: Hudson and Associates, LLC
Location: Saint Louis
Posted on: May 16, 2022
Job Description:
Job DescriptionHudson and Associates is looking for a
customer-oriented service representative to act as a liaison,
provide services, information and resolve any emerging concerns
that our clients may have with a high level of accuracy. This
position will assist citizens by providing parking citation
information, determining appropriate action to resolve problems,
answering inquires, maintaining database, scheduling adjudicator
appointments, data entry, and other duties as assigned.The goal is
to ensure excellent service standards and maintain high customer
satisfaction within a reasonable amount of time. Call Center
Customer Service Representative (CSR) receives inbound calls from
customers. This initial inbound call maybe the customer's first
opportunity to understanding the parking citation policies for our
city. It is therefore imperative, that the Call Center Customer
Service Representative (CSR) have a thorough understanding of all
Parking Violations Bureau policies and procedures.Customer Service
Representative (CSR) Skills we are looking for:
- Great organizational skills.
- Ability to work beyond the scheduled work hours.
- Great clerical and office skills, familiar with standard
formatting of documents and letters.
- Great Communication Skills (Verbal, Oral, Writing)
- Great Personality and Interpersonal skills.
- Ability to effectively present information and respond to
questions from groups of managers, clients, customers, and the
general public.
- Ability to solve practical problems and deal with a variety of
concrete variables in situations where only limited standardization
exists. Ability to interpret a variety of instructions furnished in
written, oral, diagram, or schedule form.
- High Energy Level
- Dependable
- Productive
- Customer Service Focused
- Maintains Professionalism
- Attention to Detail
- General Math Skills
- Basic Computer Skills
- Knowledgeable of Basic Safety
- Through Job KnowledgeJob Responsibilities:
- Effectively manage large amounts of incoming calls
- Provide accurate, valid and complete information by using the
right methods/tools
- Handle complaints, provide appropriate solutions and
alternatives within the time limits and follow up to ensure
resolution
- Follow communication procedures, guidelines and policies
- Keep records of customer interactions, process customer
accounts and file documents
- Communicate with citizens via the call center (Parking
Violation Bureau) to address inquiries regarding parking citations
in a professional and courteous manner.
- Responsible for fully understanding the business practices in
accordance with the City of St. Louis Treasurer's Office program
and Hudson and Associates, LLC guidelines, policies, and
procedures.
- Establish and maintain excellent customer service with each
citizen call.
- Analyze citizens' account, using AIMS to assist with questions
and informing citizens on proper ticket penalty structure, payment
dates and deadline, schedule adjudicator hearings.
- Document/summarize phone dialog with citizen in AIMS
system.
- Meet quota of daily phone calls requirement, minimize call to 3
minutes per call.
- Record mail correspondence per required policy and
procedures.
- Process paper work for refund.
- Research and review correspondence to determine action
required.
- Continually maintain working knowledge of all parking codes,
pricing, and procedures.
- Complete all required paperwork and reports accurately.
- Resolve customer complaints, guide them when needed and provide
relevant information
- Continually maintain working knowledge of all parking codes,
pricing, and procedures.
- Resolve customer complaints, guide them when needed and provide
relevant information
- Present a professional company image through communications and
interactions with visitors, guest and the management team.JOB
REQUIRMENTS
- Education and Experience:
- High School Diploma or its equivalency
- 1 year call center experience is preferred
- 1 year customer service experience
- Track record of over-achieving quotas
- Experience with MS Windows Applications, Micro Soft Office,
Excel Spreadsheets, Internet research skill
Keywords: Hudson and Associates, LLC, St. Louis , Call Center Customer Service Representative, Hospitality & Tourism , Saint Louis, Missouri
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