Job Details

Customer Service Agent - Job Description

Title: Customer Service Agent

Reports To: Call Centre Manager

Location: USA

The Customer Service Agent is required to provide a high level of customer service to Fix Network clients at all times while striving to achieve business targets through superior telephone and communications skills. The CSR will also be responsible for handling general inquiries, placing accurate orders, issuing invoices and referring escalated calls to the appropriate Representative. Integrity, vision, professionalism and passion are key components of this position and other duties may be assigned as necessary.

Core Competencies

• Customer Focus
• Quality Orientation
• Time Management
• Creative and Innovative Thinking
• Development and Continuous Learning
• Detail-oriented
• Problem Solving
• Accountability and Dependability
• Decision Making and Judgement
• Operating Equipment
• Providing Consultation
• Ethics and Integrity
• Planning and Organizing
• Mathematical Reasoning
• Communication
• Energy and Stress
• Team Work

• Audit shop invoices and ensure all proper information is noted on it, such as correct pricing (based on insurance rates), plate number, or any supporting documentation needed.
• Respond to customer service calls in a courteous and professional manner.
• Place client orders with accuracy.
• Refer escalated customer calls to the Call Centre Supervisor.
• Investigate and troubleshoot customer service issues via telephone.
• Appropriately communicate brand identity and corporate position.
• Assist customers with standard account-related requests.
• Provide information about Company products and services, charges and service conditions, and service availability.
• Update the database with accurate messages regarding transactions.
• Conduct call-backs to ensure customer satisfaction, as necessary.
• Other duties may be assigned as required.

• Secondary School Diploma required.
• 1-3 years' experience in Customer Service preferred.
• Proficiency with the Microsoft Excel.

• Manual dexterity required to operate telephone, computer and peripherals.
• Interacts with employees, management and the public at large.
• Repetitive work.
• Overtime may be required.