Customer Service Representative
Brighton Solutions, Inc.
Tinley Park, Illinois
customer service
customer service representative
representative
customer service
calls
assistance
procedures
r&r
customer service representative
representative
transferring
assessment
learning center
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September 4, 2022
Brighton Solutions, Inc.
Tinley Park, Illinois
OTHER
Customer Service Representative
Position Summary:
The Customer Service Rep is responsible for answering incoming phone calls, emails, and chat messages for customers. Customer Service Reps are responsible for being the first point of contact for most customers and will provide information and service on a wide variety of products and offerings. In certain instances, the Customer Service Rep will be responsible for transferring customers to the appropriate department.
Position Responsibilities:
Position Summary:
The Customer Service Rep is responsible for answering incoming phone calls, emails, and chat messages for customers. Customer Service Reps are responsible for being the first point of contact for most customers and will provide information and service on a wide variety of products and offerings. In certain instances, the Customer Service Rep will be responsible for transferring customers to the appropriate department.
Position Responsibilities:
- Confirm and provide membership information and applicable services.
- Navigate customers through the website including membership, assessment, learning center, store, and more.
- Provide product information for various offerings.
- Provide clarification and assistance on the testing process.
- Complete tasks associated with certification, membership, and other groups as needed.
- Serve as the primary point of customer service for company.
- Assist customers in scheduling and rescheduling contractor and certification exams.
- Provide customers with information and assistance in the certification and renewal processes
- Adhere to service vision of “Extraordinary Service. Every time.”; required to provide extraordinary service through every channel.
- Reply to electronic customer requests through email/chat while adhering to appropriate grammar, spelling, and style guidelines.
- Answer incoming phone calls, respond to voicemails, and make outbound phone calls as needed.
- Adhere to key performance indicators to promote a customer focused service culture.
- Follow all applicable policies and procedures while servicing customers to the fullest extent possible.
- Navigate various systems to provide accurate and complete information.
- Direct a customer through the company web site if they are having problems.
- Give product information such as prices, shipping costs, etc.
- Perform other duties as assigned.
Essential Skills and Education / Experience:
- Bachelor’s degree (BA or BS) highly preferred.
- Minimum two years customer service experience in a formal, high-paced customer service setting.
- Exceptional telephone etiquette, conflict management, and de-escalation skills required for such environment.
- Possess team mentality with commitment to working with various departments, co-workers, and customer types.
- Must possess intermediate experience with Microsoft products, and be able to manage multiple systems at a given time.
- Knowledge of products, services, and systems highly preferred (including TReX and Abila).
- Ability to adapt quickly to changing policies, procedures, and customer expectations.
- Excellent written and oral communication skills, able to communicate at all levels of the business.
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