Garnet River® is a full-service information technology company that customizes solutions for its clients. We solve challenges through staff augmentation, project-based teams and technical solutions. Our staffing division works as a recruiting arm for technical companies in the region and across the country. Clients turn to us to help them find technical talent.
We are currently seeking several Customer Service Representatives in Getzville, ,NY for our Client that operates within the transportation industry. This role provides service to customers who require assistance with issues involving their fare media cards and accounts. Responsible for providing professional, knowledgeable and courteous call support to all cardholders, patrons and transit operators. This position typically works under close supervision and direction.
Schedule will be Monday-Friday, 9am -6pm, or 10am - 7pm. Hybrid schedule may be available after 90 days once you've shown that you are reliable and meeting performance standards.
Responsibilities:
Answer incoming customer support requests and provide accurate, satisfactory answers to their queries and concerns
De-escalate situations involving dissatisfied customers, offering patient assistance and support.
Follow all established Contact Center policies, procedures, and written/verbal instructions.
Ensure all assigned issues and tasks are updated and resolved as efficiently and as quickly as possible within the program guidelines
Initiate outbound follow-up calls as necessary.
Maintain quality performance standard metrics.
Navigate and accurately record notes and create cases using a CRM.
Collaborate with other call center professionals to improve customer service.
Provides mentorship to new hires.
Processes web, email, and chat correspondence.
Qualifications:
High school degree, or equivalent, plus two years in a Customer Service/Call Center.
Some college coursework desirable.
Proficient in Microsoft Office.
Strong communication skills both written and verbal.
Great active listening skills.
Exceptional interpersonal and rapport building skills.
A patient and empathetic attitude.
Adaptability and flexibility.
Comfortable working in a fast-paced environment.
Willing to work extended hours.
Ability to type 40 plus words per minute (WPM).
Garnet River LLC is an Equal Employment opportunity/Affirmative Action (EEO/AA) employer. Minorities/Female/Disabled/Veteran (M/F/D/V)