PDS Tech Inc Customer Service Rep in Alton, Illinois

Job Summary:

Responsible for responding to customer interactions with courtesy and professionalism. Responsible for addressing customer concerns efficiently and completely via the telephone and correspondence as appropriate, using information from online systems and office databases. The position requires flexibility to work weekends and/or evenings via a rotating schedule (non-traditional schedule).

Receive inbound calls and correspondence from customers related to services provided. Remain accessible to achieve appropriate service levels Make outbound calls or send approved correspondence to customers or appropriate parties as needed. Clarify the needs of the customer, answer customer inquiries, and assist in the resolution of concerns. Document customer contacts and claims, as approiate. Maintain a high level of application, process, and water and sewer utility knowledge. Identify and relay to Team Supervisor areas of improvement within the customer inquiry and concern resolution process. Maintain courteous and knowledgeable appearance to the customer. Handle difficult calls and avoid escalation whenever possible. Continuously improve call handling skills, systems knowledge, and communications skills and software knowledge, enhancing customer service levels. Be receptive to performance feedback and continuously seek to improve own skills. Provide exceptional service to the customer that meets or exceeds all contractual service level agreements. Support and sustain a positive environment that fosters team performance and individual excellence. Maintain adherence to all policies, procedures, programs, standards of performance and approved business objectives, including those involving affirmative action, communications, community relations, human resources, labor relations, health and safety, and security.

Must have availability Sunday-Saturday 6:30a-9p (standard 40 hour work week within these hours, potential of OT)

High school diploma, GED, or equivalent plus two (2) years experience in related business environment.

Knowledge of customer service and sales protocols.

Bilingual a plus. Spanish

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.