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Customer Support Representative (100% Remote) (5 Openings) - Contract

Job Title
Customer Support Representative (100% Remote) (5 Openings) - Contract
Job ID
27627549
Location
Ann Arbor,  MI 48106
Other Location
Description
Title:  Customer Support Representative (5 Openings) – Contract

Our History:
From our start in 2009, Conexess has established itself in 3 markets, employing nearly 200+ individuals nation-wide. Operating in over 15 states, our client base ranges from Fortune 500/1000 companies, to mid-small range companies. For the majority of the mid-small range companies, we are exclusively used due to our outstanding staffing track record

Who We Are:
Conexess is a full-service staffing firm offering contract, contract-to hire, and direct placements. We have a wide range of recruiting capabilities extending from help desk technicians to CIOs. We are also capable of offering project based work.

 

JOB DESCRIPTION

This position is responsible for supporting the daily operations of the Customer Care Team by handling incoming customer inquiries and concerns via phone. This position will research information to resolve customer inquiries, make appropriate compensation decisions, and make outbound calls when needed to help resolve customer concerns.  

This position will require the technical skills to utilize a case management system for recording all contacts.  The hours for this position will include nights and weekend shifts.

Duties
  • Respond to incoming inquiries and concerns from customers by phone in a professional manner
  • Process customer cases using customized customer relationship management system Provide an appropriate, timely response using CRM system
  • Resolve customer inquiries when appropriate
  • Execute proactive outbound calls to stores and /or customers for resolution of issues and concerns
  • Make customer appropriate decisions on reimbursement on a case by case basis

 

QUALIFICATIONS

  • Previous customer service experience
  • Proficient with computers and standard software packages (Word)
  • Strong communication skills (written and verbal)
  • Ability to deal with difficult/angry people – De-escalation skills
  • Decision making skills
  • Creative problem solving skills
  • Ability to multi-task
  • Proper telephone techniques
  • Maintain accuracy of typing and spelling
  • Patience / stress management / high tolerance / works well under pressure
  • Active listening skills
  • Empathetic
  • Attention to detail
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