Job Description
- As a Customer Representative, the individual is responsible for handling a range of complex service interactions that require one to quickly assess, clarify, and analyze the customer's needs.
- The types of interactions range from handling account inquiries including billing or order issues, website navigation, order entry, resolution of complaints, while doing so in a manner that reduces customer effort and promotes a positive customer experience.
- The person in this role is responsible for the documentation of customer queries and performing monitoring activities for each customer case until resolution.
- The channels of service one may be handling include phone, email, and/or self-service.
- The individual should be able to work within a structured environment, while demonstrating flexibility and initiative to establish and achieve individual professional goals.
- Anticipate Customer Needs and meet those needs through Upselling, Cross Selling of products, and/or services, including support and direction on use of online account management tool.
- Accommodate special customer requests and rectify customer complaints.
- Resolve inquiries related to marketing programs, product, price, and order status information within established processed and procedures.
- Acquire and maintain understanding of processes, procedures, and the systems used for support.
- Document each interaction information on each interaction, so the information can be shared throughout internal teams.
- Requires to be on Onsite or Hybrid
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:
https://insightglobal.com/workforce-privacy-policy/ .
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.