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Customer Service Representative

Company: SMS Assist, L.L.C.
Location: Chicago
Posted on: January 17, 2022

Job Description:

Act as final escalation point before determining whether any disputes or un-satisfied service confirmations need to be highlighted to Team Lead
Maintain open communication with affiliates in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship
Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person; will be considered a point person for the handoff between shifts and/or other offices
May be required to run special reports for the Team Lead and/or Client, as well as provide analysis on performance trends
Demonstrate professionalism in communication, relationship development, customer service, etc.
Assist in training team members and provides constructive feedback as necessary
Provide market intelligence feedback to maximize customer satisfaction and to ensure strategies and policies are in place to attract and retain customers
Shift flexibility may be required
Foster a positive team environment
Ensure confidentiality and accuracy of internal and external data
Perform ad-hoc projects and other duties as assigned

Professional Skills

An individual fully established in this role always demonstrates the following skills:
Customer Service - PROFICIENT
Verbal Communication - PROFICIENT
Written Communication - PROFICIENT
Relationships - PROFICIENT
Organizational Awareness - PROFICIENT
Learning Agility - PROFICIENT
Problem Solving - PROFICIENT
Process Orientation - PROFICIENT
Prioritization - PROFICIENT

Role Specific Skills
Computer Skills: proficiencies in: Microsoft Word, Excel, Outlook essential

People Management Skills
Not applicable to this role


Minimum Qualifications
High school diploma required
Previous experience (> 4 years) in customer service call center environment essential
Preferred experience as a CSR III

Other Relevant Qualifications
Undergraduate degree / internship preferred


Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.

SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.

Keywords: SMS Assist, L.L.C., Chicago , Customer Service Representative, Hospitality & Tourism , Chicago, Illinois

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