Customer Support Representative

The Customer Support Representative position plays a key role in our customer’s experience. Requirements include a high level of professionalism, hospitality, problem-solving, and attention to detail, as well as the ability to handle numerous issues and tasks simultaneously. Since this position serves as a liaison between our customers and our Company, prior customer service experience in a fast-paced environment is required. Experience preferably in a call center or phone-based help desk.

Requirements

• Understand, practice, and exemplify the values and mission of Ascension.
• Greet customers warmly and ascertain their needs in a professional, customer-centric manner.
• Receive a high volume of inbound/outbound calls related to order placement, refunds, account questions, digital platform questions, billing, cancellations, and related inquiries.
• Resolve customer requests via phone, email or chat.
• Consistently meet metric goals; phone, email response, ticket resolution, and customer satisfaction.
• Maintain strong knowledge of all Company products and services.
• Accurately explain Company products, services, promotions, and special offers.
• Open new customer accounts by recording key contact and billing information.
• Utilize technology to handle high call volumes and manage account details.
• Work with the customer service manager to ensure a high-quality of support.
• Effectively implement and communicate changes in policies or renewals to customers.
• Identify situations that require immediate action and refer them to the appropriate person.
• Contribute to team efforts as needed as well as perform other duties as assigned.
• Attend and participate in weekly customer service-related meetings.
• Customer Interaction
• Customer Support Policies, Standards, and Procedures
• Inquiry Research/Response
• Product Support
• Service Desk Management
• Service Request Management Process
• Technical Support
• Customer Service Help Desk Software
• NetSuite CRM