Remote Customer Service Specialist

Summary

Join AccuWeather as a Customer Service Specialist and provide quality service support to clients with courtesy, accuracy, timeliness, effort, and enthusiasm. The role is an integral member of a team that ensures internal and external client concerns or opportunities are handled until resolution with positivity and sincerity.

Requirements

• High School Diploma or General Education Degree (GED) is required
• Associate degree in English, Journalism, marketing or other related degree is preferred
• Experience with Customer Relationship Management (CRM) software is preferred
• One to two years in customer service field is required
• Previous call center work in a customer service environment is preferred
• Strong verbal and written communication skills
• Professional and pleasant telephone manner with ability to listen actively and communicate effectively
• Ability to maintain composure in stressful situations
• Ability to multi-task
• Sound solving skills and ability to solve customer issues in an efficient and courteous manner
• Proficiency with Microsoft Word and Excel, as well as experience with data entry is required
• Ability to navigate the internet and web-based programs
• Strong work ethic and demonstrates excellent record of attendance and punctuality
• Ability to work well with teams and have professional interactions with all members and personalities

Responsibilities

• Monitoring assigned queues on a daily basis
• Taking inbound calls
• Outbound calls to clients for required products and follow-up
• Reception desk coverage when needed
• Identify and address all customer questions and concerns
• Conflict resolution internal/external
• Thoroughly research and understand all facets of customers’ requests
• Assist customers by identifying and analyzing their needs to ensure high customer satisfaction, growth and retention of business
• Maintain a current and robust level of product knowledge
• Work internally to resolve each ticketed issue in queue, conferring with other AccuWeather personnel for resolution
• Update customer via the phone, email or other communication means as necessary with status of issue and estimated time for resolution
• Monitor internal communications to alert others of potential issues affecting service
• Offer input for product improvements or enhancements from knowledge gained by client issue resolution
• Other duties may be assigned