Customer Service Representative

HGS is a global leader in customer experience management, and they are seeking a Customer Service Representative to deliver exceptional customer experiences. The role involves communicating with customers through inbound calls, selling products and services, and ensuring customer satisfaction through effective problem-solving and communication skills.

Responsibilities:

• Communicate with customers through inbound calls
• You’ll sell, upsell, and cross-sell, identify the unique needs of each customer
• Deliver maximum value when selling products and services such as Cable TV, Satellite TV, Internet, Phone and more
• Identify customer needs through active listening to answer questions and make product recommendations based on the customers' needs
• No customer prospecting. No outbound calling. We will do that for you! Sales Professionals receive 20-40 inbound customer prospects per day in a fast-paced, call center environment
• Your goal is to close the sale in just one call by using a consultative and customer-focused approach
• Use multiple computer systems to research products, services, common problems and solutions offered
• Document customer needs, interactions and outcomes in the appropriate tool or system, including additional request creation if issues cannot be resolved real time
• Creating a “WOW” factor in every interaction through exceptional communication skills, taking ownership of the interaction and speed of service
• Regular 1:1 coaching sessions with your supervisor to ensure you meet key performance indicators

Requirements:

• You are at least 18 years of age
• You have a High School Diploma or equivalent
• You have at least 6 months of customer service experience and you understand the value of coaching / feedback
• Demonstrate a caring, supportive and friendly nature in every interaction
• You're computer savvy, comfortable sitting at a desk and working with multiple monitors
• You're familiar with Android and IOS mobile applications
• You're results oriented and comfortable providing customers with recommendations and solutions