Customer Service Representative Jobs in USA, IL, Dunlap | Rose International Job

Required Education

• High school diploma or GED required.
• Associate's degree preferred.

Required Skills

• Experience:

  8-10 years of customer service related experience required.

• MS Excel Capability:

  Pivot Table and V-Lookup knowledge is required (will be tested in the interview).

• Communication:

  Strong written and verbal communication skills. Ability to assist unsatisfied customers in a positive manner with professional and business-appropriate responses.

• Business Etiquette:

  Ability to construct professional emails (relevant subject line, greeting, body, closing) and use screenshots for clarification. Will communicate via chat and email with all employee levels, including executives.

• Initiative:

  Self-starter with strong initiative requiring little to no follow-up.

• Prioritization:

  Able to easily identify what work should be prioritized.

• Soft Skills:

  Team player, high level of confidentiality, attention to detail, interpersonal skills, ability to work independently, manage time, and accurately document information.

• Technical:

  Previous experience with computer applications (e.g., Microsoft Word and PowerPoint). Will work in the credit card company's software.

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Leadership:

Strong leadership and mentoring skills to provide support and constructive performance feedback.

Job Responsibilities

• Approve the resolution of customers' service or billing complaints by authorizing activities such as exchanging merchandise, refunding money, and adjusting bills.
• Act as escalation point for clients/customers.
• Approve the referral of unresolved customer grievances to designated departments for further investigation.
• Review, monitor, and audit records of customer interactions and transactions, recording details of inquiries, complaints, comments, and actions taken.
• Obtain and examine all relevant information to assess validity of complaints and determine possible causes.
• Solicit sale of new or additional services or products.
• Add new card holders to summaries and balance summaries.
• Reconcile accounts.
• Create reports for adding receipts, expense types, and itemizations.
• Monitor for activations and provide activation tips.
• Assist with leave of absences.
• Handle email communications and MS Teams messages to employees (entry level up to President levels).
• Add daily numbers and new cardholders to summaries.
• Submit terminations.
• Add files to bank summaries.
• Answer emails on aged and aging expenses.
• Answer questions about procurement cards and travel cards.
• Only those lawfully authorized to work in the designated country associated with the position will be considered.
• Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.

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