Customer Service Representative (CSR)

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Job Title: Customer Service Representative (CSR)

Location: ACIS IT Solutions

As a Customer Service Representative at ACIS IT Solutions, you will be a pivotal member of our team, responsible for fostering and maintaining strong client relationships. You will combine exceptional customer service with critical behind-the-scenes support to ensure seamless interactions and satisfaction across the board. Your attention to detail, organizational expertise, and communication skills will be essential to your success in this role, as you balance a variety of client-facing and administrative tasks.

Key Responsibilities::

  • Customer Service Excellence: Actively listen to client inquiries, concerns, and complaints. Address these with empathy, providing detailed explanations about products, services, and policies to resolve issues and ensure customer satisfaction.
  • Task Management and Efficiency: Manage and complete various tasks with precision, from updating client accounts to handling requests efficiently. No task is too small or too large, and your ability to execute with speed and accuracy will be crucial.
  • Problem-Solving and Issue Resolution: Investigate customer complaints and work with IT technicians when necessary to help resolve technical issues. You’ll ensure that client concerns are addressed quickly and effectively, identifying root causes and implementing solutions.
  • Documentation and Reporting: Record client interactions, including issues, actions taken, and resolutions in a CRM system. Generate monthly reports for support tickets and track the progress of client issues.
  • Team Collaboration: Work seamlessly with the Sales/Marketing team, IT technicians, and supervisors to ensure smooth and effective service delivery, fostering a collaborative work environment that values communication and efficiency.
  • Written Communication: Construct clear and professional written communication to clients, ensuring that all messages reflect the company’s high standards and convey information clearly and effectively.

Required Skills:

  • Communication: Strong verbal and written communication skills, with the ability to explain complex information clearly and concisely.
  • Listening and Problem-Solving: Ability to actively listen, understand client needs, and offer solutions, while maintaining a calm and professional demeanor with challenging clients.
  • Customer-Centric Attitude: A genuine desire to assist clients, ensuring their satisfaction and providing support that meets or exceeds expectations.
  • Time Management: Skilled in multitasking and managing multiple priorities, ensuring that client needs are met in a timely manner.
  • Technical Proficiency: Familiarity with relevant computer systems and software to access client information, process transactions, and generate reports.
  • Adaptability: Ability to effectively collaborate with teams across various departments, leveraging different expertise to resolve client issues promptly.

This role is designed to provide a strong foundation in client relationship management and customer service, preparing you for a career in client-facing roles while ensuring exceptional service and satisfaction for our clients.

  • After You Apply Below, You Will Receive Additional Instructions – Where and How to Send in Your Résumé.

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