JOB PURPOSE: Product Specialists positively and professionally respond to customer contacts received from a variety of sources providing complex or technical customer service. Customer service may include detailed product information, problem identification, needs assessment, and/or sales. Representatives troubleshoot customer issues, researching answers from a variety of tools and background knowledge, including scripts, actual products, product literature, internet, and computer databases. ORGANIZATIONAL PLACEMENT: Typically Reports To: Operations Team Leaders Typical Reports: N/A Principal Duties and Responsibilities: - Identifies complex or technical problems, assesses needs, or sells products. Diffuses anger, shows empathy, troubleshoots, probes, and engages in active listening. Occasionally contacts other departments, clients or outside agencies supplying or seeking information.
- Responds to customer contacts received via incoming calls, Internet, email or white mail in a professional manner to meet or exceed client expectations.
- Researches answers from tools provided or background knowledge. 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.
- Accurately enters customer data for processing of orders and literature requests.
- 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.
- Accurately follow procedure to ensure customer accuracy while meeting required program metrics.
The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned. In addition to the above, all HGS employees are expected to: * Promote teamwork and cooperative effort. * Help train and give guidance to other HGS employees. * Maintain a clean, safe, and unobstructed work area, and practice good safety habits. * Provide internal and external customers with the highest quality service. Minimum Job Requirements: (Education, Experience, Skills) - High School Diploma or GED
- Scheduling flexibility
- Demonstrated customer service and troubleshooting skills
- Strong communication skills, both written and verbal
- Data entry skills
- Positive work history
- Strong PC skills
- Demonstrates a strong adherence to follow processes.
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 |
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. |