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Customer Service Specialist II

Company: N/A
Location: Niagara Falls
Posted on: September 9, 2020

Job Description:

Customer Service Specialist IINiagara Falls, NYResponsible for intermediate level inbound call, outbound call, email and web chat services, as well as back-office services. Applies skills and experience to show a focus on customer satisfaction and adherence to established Service Level Agreements (SLAs).Job ResponsibilitiesEntry-level member of Attendance/Workflow team that is responsible to:* Maintain/input employees attendance records in Deltek/IEX* Answer sick line daily.* Run reports for management staff* Create and input schedules into IEX* Effectively assign and track workflow and staffing activity if applicable, to ensure optimum productivity. Assure workflow is within department standards.* Monitor staff workload, quality and production of completed work.* Assist supervisor in the measurement and monitoring of representative's performance.* In-depth knowledge of department functions, systems and procedures. Utilize reference materials, briefing notes, floor trainer and management as appropriate.* Effectively supports the supervisor and staff to ensure the efficiency of daily operations within the department.* Produce Adhoc queries on demand.* Monitor incoming calls to maintain abandon rates.* Perform other duties as requested.Minimum Qualifications* High school diploma, with some college preferred* 1 year previous COD trouble-shooting and excellent customer service experience preferred.* 1+ years problem identification/resolution skills* Proficient PC skills (Microsoft Word, Excel, Access, Outlook)* Developed verbal and written communication skills* Strong processing, organizational, technical, analytical and mathematical skills a mustOther Job Specific Skills* Excellent customer service skills.* Ability to provide effective customer service and deal tactfully and courteously with the public.* Strong commitment to providing quality service.* Strong attention to detail and accuracy.* Ability to convey enthusiasm, energy and sincerity over the phone.* Exceptional problem solving and organizational skills.* Ability to foster a good working relationship and rapport with customers.* Ability to adapt to new processes or procedures.* Ability to interact effectively with others* Excellent written and verbal communication skills.U.S. Citizenship Required: YesPhysical DemandsLight office duties which may include sitting for prolonged periods of time, viewing digital screens for prolonged periods of time, lifting up to 10 pounds, use of a desk or mobile phone, typing on a keyboard, writing with a pen, pencil, or stylus, etc.EEO RequirementsIt is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.Physical RequirementsThe physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.DisclaimerThe preceding job description has been designed to indicate the general nature and level of work performed by employees within this c

Keywords: N/A, Niagara Falls , Customer Service Specialist II, Hospitality & Tourism , Niagara Falls, New York

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