Customer Service Representative I

Customer Service Representative I

Waltham, MA

Under immediate supervision, the Customer Service Representative I, is responsible for heavy inbound and outbound customer inquiries via telephone, web and email communications. Responsibilities include guiding customers through the resident screening process; providing administrative support (e.g., resetting passwords); explaining the dispute process; processing re-evaluations; resolving customer problems through research and troubleshooting; and documenting customer communications within the company’s CRM system. The Customer Service Representative I responds to frequently requested customer inquiries, problems and general questions.

** Hours are: Monday - Friday, 9:30am-6:00 pm **

ESSENTIAL RESPONSIBILITIES

  • Answers customer inquiries by clarifying desired information; researching, locating, and providing information.
  • Resolves customer problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
  • Records customer interactions, details of inquiries, complaints or comments, as well as actions taken within the company’s CRM system.
  • Meets company-established customer service standards for service (e.g., first call resolution).
  • Achieves productivity standards while maintaining the highest level of customer service (e.g., meets or exceeds all departmental goals).
  • Handles customer calls efficiently, effectively and professionally when responding to customers’ requests and challenging customer situations or responses.
  • Understands and complies with company resident screening practices, safeguards, policies and legal compliance regulations.
  • Escalates unresolved customer questions, issues or complaints to appropriate individual(s) for quick resolution.
  • Follows-up to ensure appropriate action is taken to resolve outstanding customers' inquiries or problems.
  • Processes resident screening interactions such as email and re-evaluations.
  • Uses computer systems to track, gather information, and/or troubleshoot customer issues.
EDUCATION/QUALIFICATIONS/EXPERIENCE DISTINCTIONS
  • 2 year college degree or equivalent experience
  • 2 year minimum experience in direct customer service
  • Demonstrates excellent telephone and written communication skills

REQUIRED SKILLS/ABILITIES

  • Excellent written and verbal communication skills
  • Professional phone demeanor skills
  • Proficiency in Microsoft Office Suite
  • Ability to meet critical deadlines and prioritize multiple tasks in a fast-paced environment
  • High attention to detail and strong organizational skills

DESIRED SKILLS/ABILITIES

  • Experience using a customer service (“CRM”) or sales database system

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Location

Waltham, MA

Business Unit
Resident Screening
Department
Client Services
Employment Type
Employee- Full Time