Inbound Customer Service Representative Job Descriptions, Average Salary, Interview Questions

[Your Company Name] needs new inbound customer service representatives! We are looking for an energetic and extroverted native English speaker who can field incoming calls and build a quality relationship with our customers. This position requires previous customer service experience. [Your Company Name] is looking for a full-time and committed representative who is able to field calls, answer inquiries about products, and manage and submit customer inquiries. Strong listening skills are required, as well as previous work experience in the customer service or customer support field. Familiarity with CRM systems is a bonus but not required for this position, as training will be provided.

Typical duties and responsibilities

• Answer incoming calls from customers with inquiries on product orders
• Assist various departments in facilitating sales of all products in the company portfolio
• Analyze customer issues and assist in resolving within the required timeframe
• Coordinate with customers and ensure appropriate questioning to identify issues
• Manage all customer inquiries and summarize to present to management
• Administer and prioritize customer tasks and ensure achievement of all deadlines within the required timeframe
• Maintain accuracy of all data and verify the same for all customer services

Education and experience

• High school diploma or GED required (an associate degree is preferred)

Required skills and qualifications

• Proven customer service/support experience
• Strong phone contact handling skills and active listening
• Familiar with CRM systems and practices
• Excellent communication and presentation skills
• Ability to multitask, prioritize and manage time effectively

As an Inbound Customer Service Representative, you will communicate with our customers via email and inbound or outbound calls to coordinate their charter bus trips. You will learn some logistics of the transportation industry and work alongside our bus operations teams to ensure that our customers have a safe and enjoyable experience during their event!

• Manage a high volume of inbound/outbound phone and email contacts from both current and prospective customers who are calling to receive quotes for new charters or ask questions about upcoming charters
• Easily navigate through multiple systems and websites
• Using basic sales techniques, understand customer’s needs to receive all required information needed to develop quotes, upsell on every interaction to increase the value of the order, or identify other sales opportunities within ABC Company
• Once the information has been received from the customer, develop the quote which will need to include any local requirements, consideration for any applicable ancillary fees, and mapping out a trip
• Enters and sends booking invitations to locations with available capacity (via phone, Sharepoint or Outlook depending on appointment urgency)
• All other duties assigned

Qualifications

• High School Diploma or equivalent
• Previous experience providing customer service or sales in a call center environment is preferred but not required
• Effective oral and written communications skills; must demonstrate a professional and polished demeanor with a positive, upbeat, and friendly personality
• Good customer service skills; must be passionate about delivering quality service and making a difference in the customer experience
• Ability to listen attentively, solve problems creatively, and create win-win situations with internal and external customers
• Basic math skills and an understanding of military time is strongly preferred

ABC Company is seeking experienced Inbound Customer Service Representatives to join our fast-paced call center located in downtown (City)!

What you will be doing:

• Answering phones in a polite, courteous, and professional manner
• Address everything from billing to delivery to digital
• Ask probing questions to identify customer issues or concerns
• Knowing when to escalate an issue or concern
• Provide online support for current print and digital subscribers
• Handle all calls with customers so that the customer is 100% satisfied when the call ends
• Maintain customer satisfaction ratings outlined in company policy
• Meet or exceed minimum performance standards outlined in company policy

Ideal candidates will have:

• High school diploma or equivalent
• Superior phone etiquette skills
• Excellent verbal and written communication skills
• Ability to multi-task while maintaining on-call accuracy
• Familiarity with Outlook and Word
• Ability to sit for an extended period of time
• Willingness to work a flexible schedule including days, evenings, weekends, and holidays
• Ability to type 30 WPM without errors
• At least 1 year of experience in customer service preferred

We are seeking individuals who are dedicated to providing exceptional customer service to our customers. Our Inbound Fraud department is the central unit that receives inbound calls from credit, debit, and corporate/government card customers related to suspicious and unauthorized activity.

No prior experience in banking or fraud is necessary. We offer comprehensive and ongoing training to ensure our Representatives are prepared to deliver efficient, knowledgeable, and empathetic customer service.

Responsibilities include

• Answering incoming calls and providing high-quality support to our credit and debit card customers over the phones
• Performing a variety of tasks to prevent financial loss by blocking or placing security holds on accounts, placing lost/stolen statuses on debit and credit accounts, and forwarding fraud and dispute information to the appropriate parties
• Initiating fraud claims and providing information on existing fraud and dispute claims
• Partnering with multiple departments to service fraud and dispute issues
• Documenting fraud alerts, building case files, and escalating fraud alerts to appropriate groups

Basic qualifications

• High school diploma or equivalent
• One to two years of customer service experience
• One to two years of experience using a computer, especially Microsoft Office applications

Preferred skills/experience

• Some knowledge of consumer, debit, and corporate/government card products
• Ability to identify and interpret data and resolve exceptions
• Ability to work with unwritten but generally understood instructions; relying on precedents when available or applicable
• Strong verbal and written communication skills
• Strong problem-solving and negotiation skills as well as the ability to handle difficult customer calls
• Proficient computer skills, especially Microsoft Office applications