Customer Service Representative I

Customer Service Representative I

Waltham, MA

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: Tuesday - Friday, 9:00am-5:30pm and Saturday 9:30am-6:00pm **

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.

Requirements

  • 2 year college degree or equivalent experience
  • 2 year minimum experience in direct customer service
  • Demonstrates excellent telephone and written communication skills
  • 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
  • Experience using a customer service (“CRM”) or sales database system
  • Regular attendance and a regular work schedule is an essential function of this job
EOE Race/Gender/Disability/Vets

*jh
Login to apply
Location

Waltham, MA

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