Customer Service Representative

hace 4 semanas

Mérida, México Worldstrides A tiempo completo

The Customer Service Representative (CSR) represents WorldStrides by providing accurate and timely responses to both internal and external customer inquiries.In many instances, the CSR is the only contact the "parent" customer has with WorldStrides.In that regard, the CSR should properly represent the brand image of the company as follows: - Provide direction and decisions on issues regarding individual participant accounts within policy and scope of responsibility - Properly balance customer service concerns with business considerations - Ability to handle a high call volume under potentially stressful situations - Clearly and accurately document all customer contacts Essential Functions: - Answer incoming customer calls concerning but not limited to billing, trip information and policy and procedures - Provide accurate information in order to resolve all customer inquiries in a polite, professional and timely manner - Effectively up-sell the Full Refund Program - Accurately noteall incoming and outgoing contact information in GIS - Remain knowledgeable of WorldStrides policy and procedure within the scope of the CSR function - Facilitate and/or perform training of staff members as requested - Provide ongoing feedback to immediate Manager to promote growth within this function - Support Quality Assurance checks by Manager or Supervisor; this position will be monitored and/or recorded for quality assurance on a regular basis - Debrief Manager on problematic accounts and trends identified during customer contact - Assist with outbound customer calls or other cross functional work during non-peak periods including but not limited to missed payment calls and sales calls as well as coverage for Receptionist and Fulfillment Center as needed.- Support night chaperoning and on-site coordinating of student trips as necessary - Other duties assigned by the Management Team - Maintain a minimum QA score of 85% based upon periodic monitoring of inbound customer calls by the Customer Service Supervisor - Foster communication within the department, with other departments and with management - Support company policies and management decisions with a sense of urgency and professionalism.**Requirements**:- Associate Degree or post-high school graduate preferred- Excellent customer service/communication /negotiation skills- Excellent verbal and written communication skills- Solution-oriented attitude- Ability to sustain long periods of inbound calls and communication with customers- Ability to position company policies in a positive and professional manner- Familiarity with Windows required- Analytical capacity to make decisions at a certain level

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