Job Summary We are seeking a professional who can provide exceptional business and customer service support to assist clients in achieving high levels of satisfaction and productivity. 1. Confer with customers by telephone to provide information about products and services, modify orders or account information, or to obtain details of complaints. 2. Keep records of customer interactions and transactions, recording details of inquiries, complaints, comments, and actions taken. 3. Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills. 4. Check to ensure that appropriate changes were made to resolve customers' problems. 5. Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments. 6. Refer unresolved customer grievances to designated departments for further investigation. 7. Determine charges for services requested, collect payments, and/or arrange for billing. 8. Complete trouble ticket forms, prepare change of address records, and issue service discontinuance orders, using computers. 9. Obtain and examine all relevant information to assess the validity of complaints and to determine possible causes, such as extreme weather conditions that could increase shipping delays. 10. Solicit sale of new or additional services or products, upsell. 11. Review insurance terms with callers to determine steps for claims coverage. 12. Compare disputed merchandise with original requisitions and invoices, and prepare invoices for returned goods. 13. Recommend upgrades in products, packaging, shipping, service, or billing methods and procedures to prevent future problems or ensure customer satisfaction. Required Skills and Qualifications - Active Listening: Give full attention to what others are saying, understand points being made, ask questions appropriately, and do not interrupt at inappropriate times. - Service Orientation: Actively look for ways to help people. - Active Learning: Understand the implications of latest information for current and future problem-solving and decision-making. - Teamwork: Collaborate efforts to achieve common goals or complete tasks effectively and efficiently. - Adaptability: Ability to adapt to changed circumstances or environments, learn from experience, and improve performance. Benefits This is a full-time position offering opportunities for career growth and development. Other Please note that this is a senior-level role requiring significant experience and expertise in customer service management.