Customer Service Representative (3001) V1 Time-Based
Competency-based
ONET: 43-4051.00
2
Years
32
Skills
288h
Related instructions
Curriculum
- Retention and Customer Loyalty
- Marketing and Promotional Programs
- Warranty and Product Exchanges
- Revenue Generation Tactics
- Supporting Reseller/Intermediary Requests
- Onboarding and Continuous Employee Development
- Account Billing
- Product Rates, Services & Features Sales
- Payment Arrangements
- Foundational Customer Service Skills
- Customer Relationship Building
- Account Verification and Issue Identification
On-the-job training
- Competencies
- Demonstrates the highest level of customer service with effective resolution
- Demonstrates proactive account management
- Delivers customer education
- Determines and resolves root causes to customer concerns and inquiries
- Identifies appropriate revenue and service enhancement opportunities
- Explores customer needs to develop loyal and profitable customers
- Makes payment arrangements and other collections activities when appropriate
- Demonstrates world-class skills in courtesy, concern, timely resolution and relationship building
- Demonstrates knowledge of the processes and products in their assigned line of business
- Demonstrate proactive identification of issues
- Handles inbound calls for large business customers
- Handles offline interactions for large enterprise customers
- Resolve customer inquiries primarily via the Messaging platform
- Interact with customers via the phone and other written channels for customers and third party partners
- Possess strong written and interpersonal skills
- Create and file trouble tickets accordingly in collaboration with Engineering team
- Follow-up to ensure resolution
- Support the account billing and reporting needs
- Adapt to the individual needs of their assigned customer base
- Provide proactively business solutions to increase the overall health of the account
- Serve as a vital member of the business customer support team
- Maintain strong relations with cross-functional teams to drive solutions
- Perform a wide array of both offline and inbound job responsibilities driven by the individual needs of their customer base
- Respond to customer inquiries
- Resolve customer escalations
- Deliver customer solutions
- Utilize boundless approach to resolution within the communities they serve
- Develop Technical Solutions: Gather information on existing solution/application, Provide information on available products and services, Develop migration plans for new customers
- Client Solicitation: Manage leads in a timely manner across wide geographical boundaries, Conduct discussions to learn and qualify opportunities, Understand customer pain points, Gather technical requirements, Correlate business value to customer
- Ticket Management and Documentation: Work within existing task assignment and record-keeping systems, Open, respond, manage, and close tickets, Document resolution information, Update documentation on configuration and status of servers, Research passed r
- Prospecting: Cold calling, Lead generation, Referrals, Using social media, High-touch vs. client-driven interactions
- Presenting: Preparing sales pitch materials (e.g., slide decks, call agendas, webinars), How to speak with authority, How to handle questions without answers, De-escalating conflicts or high-stress situations, Body language (reading and controlling), Indu
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