Customer Service Specialist

Summary

The Care Specialist is responsible for providing timely and professional customer service in response to inquiries or concerns: Reveal device reporting, troubleshooting issues, customer education, and ensuring proper escalation of issues outside of the Care Specialist's scope. This role is responsible for meeting expected customer service levels and supporting business performance goals of the program by providing a full range of services ensuring support of a customer's fleet.

Responsibilities

• Promptly processes and answers/resolves inquiries or concerns, determining the appropriate actions based upon job aids, research, and existing desktop solution tools and taking the appropriate action with utmost priority, speed, and accuracy to ensure service level metrics are achieved and excellent service is provided
• Provide thorough and timely troubleshooting of Verizon Reveal devices, provide customer consultation and education, and escalate calls appropriately to the Technical Service Support Team
• Develop an understanding of client's line of business to provide best in class service while communicating professional, grammatically correct verbal or written responses to customer inquiries or concerns
• Understand use of technology, scripts, and product knowledge
• Actively listens to the consumer providing answers, while controlling the call to lead the consumer in an efficient professional manner
• Ensure that all customer contacts are properly logged into Reveal CRM, ensure that VZ has accurate contact information on the customer, manage and audit of documentation of customer files
• Master desktop applications, such as CMR tools, Intranet, Search engine, etc.
• Employs customer satisfaction tools according to guidelines
• Recommends changes to departmental policies and procedures to improve support services provided to the customer, keeping the Supervisor informed of any issues as they arise
• Attend team meetings, pep sessions, 1-1s, focus groups, and training sessions as scheduled
• Provides recommendations to Supervisor regarding the resolution of recurring problems - assists in formulation of problem-solving techniques for newly discovered issues
• Maintain exceptional product knowledge and as it relates to technical support - remains knowledgeable of product and service offerings, current industry products and technologies
• Handle additional projects and assignments as directed.

Education

• High school diploma required

Experience

• One (1) year customer service experience
• Technical Support experience preferred

Skills

• Strong written and oral communication skills with all levels of the organization
• Strong customer service, interpersonal and relationship-building skills
• Strong multi-tasking skills
• Strong organizational, time management, planning and problem-solving skills
• Strong Team building skills, to work well within a close team environment - self-sufficient, resourceful and works well with minimal supervision
• Strong problem-solving skills
• Ability to demonstrate a high degree of professionalism
• Working knowledge of computers
• Proficient in speaking and writing in English
• Solid understanding of the transportation industry