Email Opening Title Customer Service Representative - P147  EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.   Description HGS is currently hiring for Customer Service Representatives!!   Join Team HGS and support  Zipcar, the world’s largest car-sharing company. The HGS Zipcar team is looking to add exceptional customer service representatives to the team!   JOB PURPOSE: Positively and professionally respond to the client customer and business contacts by answering questions, handling complaints, troubleshooting problems and providing information.   Principal Duties and Responsibilities: Identifies complex problems, assesses needs, and/or sells products to consumers and businesses.  Diffuses anger, shows empathy, troubleshoots problems, probes, and engages in active listening.  Occasionally contacts other departments, clients or outside agencies supplying or seeking information. Prepares, sorts, tracks and processes consumer/business contacts from various sources (i.e. mail, fax, escalation and cases) utilizing advanced account/program knowledge and experience to meet and exceed client expectations. Manages assigned cases through resolution. Accurately identifies the needs and appropriate resources to resolve the problem. Ensure responses are completed and databases are accurately updated within established timeframe. Researches answers from tools provided.  Analyzes customer’s needs or issues and selects course of action from many alternatives. Adapts responses to customers with minimal scripting available.  Handles a variety of problems, questions, or situations following established criteria. Operates with discretion within defined parameters. Maintains performance in accordance with departmental and Company guidelines to ensure the highest level of quality to our clients and their customers. Performs assigned clerical duties to enhance departmental operations. Attends on-going training meetings to properly update skills and information.     Minimum Job Requirements: (Education, Experience, Skills) High school diploma or GED. Some college preferred A minimum of 6 months professional work experience, in customer service or administrative field. Demonstrated ability to work autonomously and be self motivated Strong communication skills Data Entry skills; demonstrated ability to type minimum of 35 wpm Strong PC navigation skills to manage multiple screens simultaneously – both Windows and DOS based applications Demonstrated organization and planning skills Meet minimum benchmarks of Furstperson testing Demonstrated ability to multi-task and adapt to change Strong problem solving skills   HGS is a drug free work environment. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status.   Position Requirements COMPETENCIES: Competency/Definition   Customer Orientation Agent understands the impact of individual performance as it relates to the client program and to meeting/improving targets; understands the client needs and expectations; responds to requests effectively and on time; refers complex questions to a higher decision making level; meets customer needs in a respectful, helpful and responsive manner; works with the team to meet objectives; is open to change and new information.   Communication Skills Listens and presents appropriate information in a clear and concise manner, both orally and written; few grammatical errors; able to establish two way communication with Team Leaders.   Work Ethic Ability to direct oneself towards meeting ones deliverables; clearly sets a goal and works towards achieving it; clarifies expectation about what/how things need to be done before starting work; takes ownership for work; is open to new ideas; complies with rules and processes; appropriate dress; demonstrates behaviors consistent with the organization’s values; treats others with respect; understand and follows ethical guidelines; regularly shares expertise with team members to support continuous learning and improvement; works well with others, promotes teamwork.   Job Knowledge Demonstrates basic knowledge and ability to use various applications/tools related to the function; is aware of metric goals; has the knowledge of policies, procedures and regulatory compliance; can identify problems/issues and tries to improve this based on program knowledge; requests help to understand complex issues; identifies problems and escalates accordingly.   Exempt/Non-Exempt Non-Exempt   Location HGS USA - Peoria OPM   About the Organization About Hinduja Global Solutions (HGS): A global leader in business process management (BPM) and optimizing the customer experience lifecycle, HGS is helping to make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital with domain expertise focusing on back office processing, contact centers and HRO solutions to deliver transformational impact to clients. Part of the multi-billion dollar conglomerate Hinduja Group, HGS takes a 'globally local' approach, with over 42,371 employees across 72 delivery centers (as on 30th June 2019) in seven countries making a difference to some of the world's leading brands across nine key verticals. For the year ended March 2019, HGS had revenue of $689 million.   This position is currently not accepting applications. To search for an open position, please go to http://testJobsAmerica.appone.com WE ALSO RECOMMEND Other Jobs Within Same Category Team Leader, Operations in Lisle, IL Posted on: 8/25/2021 [Apply Now] Other Jobs Within 60 Miles Team Leader, Operations in Lisle, IL Posted on: 8/25/2021 [Apply Now]

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