Customer Service Representative

  • Talus Pay
  • Dallas, TX, USA
  • Oct 13, 2021
Full time Customer Service

Job Description

The Customer Service Representative position serves as a liaison between our company and our clients by handling inbound and outbound customer service calls, chat and written correspondence.  A successful candidate will have excellent written and oral communication skills, be able to accept ownership for effectively solving customer issues and will keep customer satisfaction at the core of every decision and behavior.

Duties and Responsibilities:

  • Positive, Can Do attitude
  • Manage large amounts of inbound and outbound calls in a timely manner
  • Follow communication scripts when handling specific topics
  • Ability to quickly identify clients' needs and provide viable resolutions
  • Seize opportunities to present additional products and services to extend company value when they arise
  • Build sustainable relationships and engage customers by going the extra mile
  • Keep records of all conversations in our call center database at a comprehensible level
  • Support process change initiatives as directed by management
  • Frequently attend educational trainings to improve knowledge and performance level
  • Meet personal and team qualitative and quantitative targets
  • Responsible for maintaining KPI's such as email and ticket response times
  • Ensure adherence to company policies and procedures

 

Minimum Requirements:

  • High School Diploma or equivalent
  • 3 year minimum inbound/outbound call center experience
  • Outstanding verbal and written communication skills
  • Track Record of overachieving quota
  • Must be detail oriented
  • Ability to prioritize and multitask in a fast-paced environment
  • Proficient with Microsoft Office Suite

 

 

Competencies:

  • Customer Service - Manager difficult or emotional client situations with empathy and compassion; Respond promptly to client’s needs; Solicit customer feedback to improve service levels; Respond timely to inquiries/requests for assistance; Meet commitments
  • Initiative - Volunteer readily; Undertake self-development activities; Ask for and offer help when needed; Take independent action where appropriate
  • Attendance - Consistently report to work on time/as scheduled; Ensure work responsibilities are covered when absent; Arrive to meetings and other appointments timely
  • Dependability - Follow instructions; Respond to leadership direction; Keep commitments
  • Professionalism - Approach others in a tactful and engaged manner; React well under pressure; Treat others with respect and consideration

Office Environment:

  • Job Type: Full-time, Dallas, TX or Overland, KS
  • Business casual office environment

Physical Requirements:

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to talk and hear. The employee is frequently required to sit for extended periods of time and tolerate unpredictable work hours. The employee is frequently required to walk; use hands and fingers to feel, handle, or operate objects, tools, or controls; and reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to focus. In addition, the job requires employees to have the ability to hear and communication to customers and co-workers throughout the day for extended periods.

Mental Requirements:

 

The mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job; work and deadlines may impose pressure on a routine and frequent basis, substantivecontacts with people in stressful situations, delicacy and unpredictability of contacts routinely may create significant/constantstress.

Talus Payments is an EO Employer – Veterans/Disabled and other protected categories

 

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

 

 

This description reflects managements’ assignment of essential functions. It does not proscribe or restrict the tasks that may be assigned.