Customer Service Rep I

Please note: Due to our Ability One government contract requirements, you must be legally blind to qualify and be considered for this position.
Provide exceptional customer service in a contact center operation, with proficiency in handling inbound & outbound calls, emails, live chats and faxes for multiple accounts or contracts as assigned by the call center supervisor.
Gather information to complete customer fulfillment requests, data entry, maintain customer database, research and resolve customer problems.
Conduct product /customer satisfaction surveys.
Subscribes to and promotes Goodwill of the Finger Lakes’ mission, vision and values.
Functions as an active Contact Center team member to achieve organization and department goals.
Core competencies needed to be successful in this job include dealing with ambiguity, compassion, composure, customer focus, strong written and verbal communication skills, attention to detail, ethics and values, listening, self-development, and learning from experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES Must be able to work assigned contract hours.
Various shifts typically include hours during a timeframe of 8:00am to 9:00pm, seven days a week, and holidays.
Manage and respond to contract traffic (telephone calls, e-mails, live chat faxes, etc.
) using customer-oriented etiquette.
Each customer service representative will be assigned a primary contract in which they will be a subject matter expert and act as back up or overflow on comparable contracts.
Address customer issues, assuring that contract service levels and objectives are met.
Be comfortable making outbound calls.
Greet callers, establish rapport, and project professional tone within established service standards.
Schedule and place follow-up calls/emails in response to customer inquiries.
Must be able to maintain strict confidentiality of sensitive information.
Process customer orders and initiate order requisitions.
Complete fulfillment and distribution of customer materials and documents.
Utilize prescribed software to document, process and/or track all customer data and follow-up.
Confer with departments or carrier personnel to expedite and/or trace missing or delayed shipments.
Work with Customer Service Team to attain serviceability improvement and process enhancements.
Contribute to the overall efficiency and effectiveness of the department and the organization by performing all other duties as assigned.
Exhibit effective and professional interpersonal skills.
Possess working knowledge of computers, primarily Microsoft Office applications.
Show ability to interact well in a team environment.
Must be self-motivating and dependable.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations.
The requirements listed below are representative of the knowledge, skill and/or ability required.
EDUCATION and/or EXPERIENCE: Minimum of one year experience in customer service and/or call center industry or an equivalent combination of education and experience.
LANGUAGE SKILLS: Bilingual representatives speaking Spanish are strongly preferred.
Ability to clearly communicate concepts, processes and methods to enhance learning and skill building.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write business correspondence, and effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw valid conclusions.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear.
The employee frequently is required to use hands to finger, handle, or feel objects or keyboard and reach with hands and arms.
The employee is occasionally required to stand, walk, and sit.
The employee must regularly lift and/or move up to 10 pounds and may occasionally lift up to 25 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
The noise level in the work environment is usually moderate.
Goodwill of the Finger Lakes and its subsidiaries encourage diversity in the workplace; we are an Equal Opportunity Employer.
Minority/Female/Sexual Orientation/Gender Identity or Expression/Veteran/Disability