Customer Service Representative II

We need an enthusiastic individual who can listen to customer service issues and then offer a unique and innovative solution to each problem. The successful candidate for this role will have a strong command of the company's customer service policies, and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers. Responds to customer inquiries by telephone or e-mail to provide non-technical problem resolution. Analyze a customer's service needs and refer to other service or technical departments for follow up or additional information as needed. Provide updates to other internal teams on customer needs and factors that contribute to customer satisfaction. May utilize a customer relationship application or database to record activities and research product/client information. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Has gained proficiency in multiple competencies relevant to the job. Works independently within established procedures associated with the specific job function. Bachelor's Degree (Four-year college course). Customer Service Intermediate Certification which includes Communication Strategies and Customer Relationship Management. Minimum of 2 years work experience. Excellent Verbal and Written Communication Skills. Ability to remain professional and courteous with customer at all times. Must be available to work at night, holidays and weekends. Maintains high degree of professionalism and confidentiality. Ability to multi-task, prioritize and manage time effectively. Interpersonal skills - Able to work independently and as a team member. Keen attention to details.