Customer Service Representative-Sales
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Alton, IL 62002
Performs as required day-to-day customer service activities, including sales and upselling, repair claims processing via call handling, account maintenance, file documentation,
problem resolution, retaining customer, deescalating calls, one call resolution, reporting and follow-up activities. The job requires flexibility to work weekends and/or evenings via a rotating schedule (non-traditional schedule). Previous sales and customer service experience preferred.
Receive inbound calls from customers related to services provided. Remain accessible to achieve appropriate problem resolution. Upsell to customer on each available call
Clarify the needs of the customer, answer customer inquiries, and assist in the resolution of concerns.
Detailed documentation of customer interactions as appropriate. Maintain a courteous and knowledgeable demeanor to the customer. Handle difficult calls and use de-escalation techniques whenever possible. Responsible for retaining customers who call to cancel their products or accounts.
Be receptive to performance feedback and continuously seek to improve own skills.
Exercise good judgment in the assignment of contractors
Maintain a high level of application, process, and water and sewer utility knowledge. Continuously improve call handling skills, systems knowledge, communications skills and software knowledge, enhancing customer service levels.
High school diploma, GED, or equivalent.
Strong customer service, retention, and sales skills
Strong organization, communication, multitasking and problem resolution skills.
Ability to present information or respond to inquiries from groups of managers, associates, customers, and contractors.
Skill utilizing on-line internal systems and web-based software preferred; aptitude to learn these skills quickly acceptable.
Proficient typing and system skills.
Proficiency utilizing MS Office applications.
Must be able to work non-traditional, rotating work schedule.
Sales experience and claims experience (preferred).
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.