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SSI

Incorporated in 1998, SSI is Talent Defined. We focus on innovative recruiting techniques and relationship building to support our customers throughout the U.S. and Canada by providing contract, contract-to-hire, and direct hire services for IT, Engineering, and Professional roles. The letters “SSI” are representative of our values. We are a professional, progressive, passionate, and expressive company and our goal is to assist both our clients and consultants as a trusted advisor.

All SSI jobs
SSI
2 applicants
posted over 3 years ago

Job Description

Job Description
The Consumer Support Representative will have primary responsibilities consisting of a broad range of customer support and sales activities. These duties include consulting with new and existing customers on appropriate products to maximize revenue and increase customer satisfaction, aiding our advertising customers (private sellers and basic listing car dealers) with the effective use of Client.com advertising products to better merchandise their vehicles, and supporting potential consumer and site browser requests for assistance via phone, email and chat with thorough answers and the utmost courtesy. The successful CSR will be able to stay up-to-date on process and product changes, effectively troubleshoot technical issues, meet standard performance metrics including revenue goals, and deliver world-class customer service.

Responsibilities

Performance Objectives Daily Communications:

  • Receive and respond to inbound customer telephone and email inquiries regarding advertising products and/or services.
  • Other interaction via telephone, fax, email, and face-to-face may occur with customers, other Customer Service Department teams and internal teams as applicable.


Revenue Generation:

  • Educate customers about features and benefits of products in order to improve product related sales and customer satisfaction
  • Determine customer requirements and expectations in order to recommend specific products and solutions
  • Proactively recommend items needed by customers to increase customer satisfaction and improve transaction profitability


Written Communication:

  • Ability to comprehend instructions, short correspondence, and memos and ask clarifying questions to ensure understanding.
  • Ability to write emails and letters.


Troubleshooting:

  • Follow issues from identification to resolution, working with various internal departments and external affiliated websites and companies to bring resolution to customer concerns as they arise.
  • Ability to effectively present information to customers, co-workers, supervisors on a one-on-one basis.
  • This includes assisting others with troubleshooting and issue resolution as necessary.


Reporting:

  • Utilize computerized systems to notate customer interactions, concerns, trends, track calls, and other reporting as necessary.
  • Includes producing, formatting and appropriate delivery of reports as necessary not limited to the use of Outlook, Excel, Word and other programs and applications as required.

 

Minimum Qualifications

  • Minimum of 2 years of customer service related experience or training.
  • Minimum of 1 year sales or up-selling experience.
  • Must be able to handle 75+ calls per day.
  • Must be able to meet minimum revenue goals.
  • Requires attention to detail and the ability to adapt to change.
  • Knowledge of various computer applications including experience with business support applications such as MS Office (Word, Power Point, and Excel) required.
  • Ability to type 40+ WPM.
  • Excellent oral and written communication skills.
  • Experience working in a team environment and assisting others as applicable.
  • Hours are extended and varied must have an ability to accommodate a flexible schedule and work overtime as needed.
  • Must be flexible to work any shift during business hours, currently Monday Saturday, 8AM - 8PM (hours subject to change to meet business needs).
  • College degree preferred; minimum high school diploma or general education degree (GED) required.