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Specialist 2, Customer Support - GD 538

Cincinnati, OH 45241

Employment Type: Contract Job Number: 9020539 Pay Rate: Pay Rate: $21.00 per hour

Job Description


Customer Service Representative


Job Summary

You will handle inbound customer inquiries and resolve issues by delivering high-quality customer service. This role requires a passion for creating positive customer experiences, a commitment to problem solving, and the ability to work effectively with team members to address complex customer issues.

Responsibilities
  • Manage customer escalations and complaints to high professional standards and within established terms and policies.
  • Handle inbound calls and complete outbound contacts such as callbacks and responses to meet service levels and maintain queue performance.
  • Take ownership of customer issues and work with internal teams, partners, and vendors to ensure timely and complete resolution.
  • Use sound negotiation, problem-solving, and conflict-resolution skills to resolve issues within your authority, escalating when necessary.
  • Identify underlying drivers of complaints by capturing, reporting, and analyzing recurring issues, and recommend process and product improvements.
  • Act as the voice of the customer by recommending actions to address root causes of escalations and complaints.
  • Understand business processes and tools that impact customers and work with managers and process owners to resolve issues and improve workflows.
  • Accurately capture and maintain all relevant customer contact information in data systems.
  • Follow escalation and complaint procedures to ensure issues are tracked and all stakeholders are informed of actions taken.
  • Use appropriate tools to provide customers with accurate information and identify knowledge gaps or outdated policies and procedures.

Requirements
  • 1+ years of customer service and/or contact center experience preferred.
  • Strong verbal and written communication skills.
  • Experience in roles with significant customer interaction such as call centers, retail, food service, cashiering, dispatch, or banking is preferred.

Skills
  • Customer service and conflict resolution
  • Verbal and written communication
  • Problem solving and negotiation
  • Attention to detail and accurate data entry
  • Ability to manage multiple tasks and maintain productivity
  • Collaboration with cross-functional teams

Summary Qualification
  • Demonstrated experience in a customer-facing role with a focus on service quality.
  • Proven ability to manage escalations and resolve complex customer issues.
  • Track record of maintaining accuracy in documentation and data systems.
  • Ability to analyze recurring issues and suggest process improvements.
  • Comfort working in a fast-paced, performance-driven environment.




Wollborg Michelson Recruiting is an Equal Opportunity Employer and prohibits discrimination of any kind. We ensure job offers are made based of one s employment experience, skills, and qualifications, regardless of race, gender, ethnic origin, or any other classification protected by law. All applicants must furnish proper identification to prove their legal right to work in the US upon a job offer. We participate in E-Verify to confirm one s right to work in the US. Wollborg Michelson Recruiting does not provide sponsorship for an employment-based visa status.
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About Cincinnati, OH

Ready to embark on an exciting career journey in the vibrant city of Cincinnati, Ohio? Look no further! Cincinnati, situated on the northern banks of the Ohio River, offers a perfect blend of bustling urban life and scenic beauty. Known for its iconic skyline, historic architecture, world-class museums like the Cincinnati Art Museum, and top-notch performing arts venues such as the Aronoff Center for the Arts, this city has something for everyone. With the Cincinnati Reds and Cincinnati Bengals calling this city home, sports enthusiasts can cheer on their favorite teams at Great American Ball Park and Paul Brown Stadium. Explore the lush landscapes at Eden Park or indulge in the city's famous Cincinnati-style chili. Discover your next career opportunity amidst the enchanting charm and endless possibilities that Cincinnati has to offer. Dive into our job listings now and take the leap towards a fulfilling career in this dynamic region!