Job Responsibilities:
- Navigate concurrent chat sessions to the point of resolution, including but not limited to customer service inquiries, complaints and requests for assistance pertaining to system use, maintenance, and customer account information.
- Troubleshoot specific account and operational problems encountered by customers and attempt to provide immediate solutions.
- Update database files and customer account information to ensure accurate account information is being processed and represented.
- Collaborate with branch locations to schedule service and install appointments.
- Research payment history and billing to determine the source of a problem and provide an immediate answer to the problem or inquiry.
- Support peers through sharing of best practices and encouragement which includes but is not limited to actively participating in Team Meetings and Group Chat exhibiting an overall positive attitude.
- Provide feedback from the field to continuously improve our processes, identifying gaps in service and any process improvements that need to be reviewed or considered.
- Effectively enforce company policies without alienating the customer.
- Be flexible and willing to attend any new or recurrent training deemed necessary to the ongoing success of the position.
- Be the single point of contact to resolve customer concerns top to bottom.
- Special projects as required by management.
- Other duties as assigned including offline follow up work, projects, and assisting with inbound call volume.
Skills And Qualifications:
- Fluent in German (both written and verbal) is essential.
- Previous experience in customer service or a related field is preferred.
- Familiarity with Microsoft Office applications.
- Must possess excellent written and oral communication, listening, and comprehension skills.
- Must possess effective time management and organizational skills.
- Stellar customer service skills and the ability to de-escalate customer frustration.
- Superior problem-solving skills and the ability to work independently and objectively.
- Dedication to the customer experience with the ability to build and maintain strong relationships.
- Team oriented and self-motivated.
- Strong ability to manage multiple tasks and interactions while prioritizing requests and concerns.
- Sound decision making.
- Must be able to effectively adapt to accelerating changes.
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