Customer Service Representative

Job Description 

Principal Responsibilities

• Communicate via inbound and outbound telephone calls with consumers.
• Provide prompt resolution to customer inquiries by providing appropriate and accurate information.
• Accurately document and update records in required systems.
• Follow up in a timely manner to ensure customer satisfaction.
• Understand all programs, systems, and procedures necessary to perform job effectively.

• Where applicable, communicate with customer to attempt to bring resolution to unpaid accounts.

• When requested, upsell and/or cross-sell products or services to customers where appropriate.

• Communicate feedback and progress to management.
• Maintain diplomacy and tact when dealing with upset or escalated calls.
• Escalate customer complaints and/or calls through the appropriate channel to management.
• Knowledge, understanding, and compliance with all applicable Federal, State, and Local laws and regulations as directed by management or during training.
• Knowledge, understanding, and compliance with the Company's policies and procedures.
• Provide feedback to management concerning possible problems or areas of improvement.
• Make recommendations to implement improved processes.
• Perform other duties as assigned by management.

Qualifications

• High School Diploma or General Educational Development (GED) certificate.
• Previous customer service and/or call center experience preferred.
• Bi-lingual (Spanish) a plus.
• Ability to maintain the highest level of confidentiality.
• Proficient personal computer skills, including Microsoft Office.
• Excellent interpersonal, written, and oral communication skills.
• Ability to work in a team fostered environment.
• Ability to work in a multi-tasked environment.
• Ability to prioritize and organize work.
• Ability to adapt to a flexible schedule.

Work Environment

• Office environment.
• Ability to lift and/or move 20 pounds with or without accommodation.

We provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, status as a protected veteran, genetic information, status as a qualified individual with a disability and any other basis protected by federal, state or local laws.

Job

 Customer Service Representative

Primary Location

 UNITED STATES-AZ-Phoenix

Work Locations

Phoenix, AZ- N. 29th Ave. 

20401 North 29th Avenue Suite 110

 Phoenix 85027

Employee Status

 Regular

Schedule

 Full-time

Job Level

 Entry Level

Shift

 Day Job

Education Level

 High School Diploma/GED/CXC (±11 years)

Company Description

Founded in 1973, APAC Customer Services, Inc., an EGS Company, serves as a leading provider in customer care outsourcing solutions with global BPO services. We leverage our deep-domain expertise to deliver a superior customer experience with every interaction. Our focus on industry-specific outsourcing solutions truly unites businesses with its customers - healthcare, financial services, technology, communications, and travel and hospitality.

Understanding Who We Are
Behind our global delivery solutions and diverse global workforce lies an organization dedicated to consistently presenting the right solution. We deliver this solution to the right customer, through the right means, at the right time.

Work location: Phoenix, AZ