Customer Service Representative II - Full-time / Part-time

The experience starts with you

At C3i Solutions, we are committed to providing an incredible experience — that starts with you. When you join our team, you become part of a network across the world delivering solutions for the most trusted brands, every day.

As our company grows, we’re looking for you to grow with us. We want people who bring their own personality, strengths and talents to create something exceptional. People who will gain more experience than they could have ever imagined when they walked through the door. People who are ready to experience the world like never before.

If you’re ready to experience opportunity, join us.

Job Description & Responsibilities:

Summary: This position supports the growing needs of the brand.  The position responsibilities include a hands-on approach to consumer contact for multiple businesses and/or multiple contact types.

Essential Duties and Responsibilities include all or majority of the following below. Other duties may be assigned.

• Confers with internal and/or external customers in order to provide information about products and/or services such as processing customer requests, orders, canceling accounts or obtaining details of complaints over the phone, by email, live chat, social media or other method of communication.
• Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding.
• Ensures customer satisfaction and loyalty by consulting with customers, assisting customers, and resolving a wide variety of customer requests, inquiries, and complaints.
• Documents customer interactions and transactions, recording details of inquiries, complaints, comments and actions taken, to include Adverse Events.
• Provides prompt and accurate service to promote customer loyalty for the client.
• Obtains and examines all relevant information to assess validity of complaints and to determine possible causes. May make outbound calls related to the product or service, and/or in follow-up to a customer inquiry.
• Resolves escalated contacts appropriately.
• Processes promotions, rewards and loyalty referrals in interaction with consumers
• Acts as the liaison with the social media representatives and agency partners for social media escalations.
• Handles contacts via multiple channels and/or brands.   

Supervisory Responsibilities:

This position does not have direct reports.

Education and/or Experience:

Minimum of a high school diploma or general education degree (GED); customer service experience i.e. retail, fast food, hospitality etc. preferably in a contact center, excellent verbal and written communication skills, strong listening skills, very customer oriented, strong grammar and spelling skills, the ability to multi-task, the ability to cross/up sell products and services, proficient typing skills, and computer savvy.

Language Skills:

Ability to read and interpret documents such as safety rules, standard operating procedures (SOPs) or other job aids, to write routine correspondence, to speak effectively and informatively, and respond to questions from customers, clients or employees of an organization, over the phone or in-person.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions provided in written, oral or diagram form and to deal with problems involving several concrete variables in standardized situations.

Computer/Technical Skills:

Ability to type a minimum of 20 words per minute (wpm) with a high degree of accuracy while talking; proficiency with Microsoft Office and to navigate through multiple systems and job aids while responding to the customer’s inquiry. Ability to navigate through and understand social media channels (Facebook, Twitter, blogs, etc.).

Other Skills and Abilities

Ability to manage difficult, irate or emotional customers while maintaining composure, to multi-task; excellent time and process management skills, strong data integrity and attention to detail, ability to read, write and speak a language in addition to English fluently may be required according to the program needs/requirements.

The C3i Solutions experience offers you:

A strong, supportive team environment and associate recognition programs.

State-of-the-art training and professional advancement opportunities.

A global perspective with 12 locations in three continents and, in some roles, the opportunity to travel.

Tuition reimbursement programs and collegiate partnerships.

Excellent benefits, including medical, dental and vision coverage; paid holidays and paid time off; life insurance; and a 401(k) plan and more.

Experience Opportunity

At C3i Solutions, we are committed to providing an incredible experience — that starts with you.

As our company grows, we’re looking for you to grow with us. We want people who bring their own personality, strengths and talents to create something exceptional. And we’ll support you every step of your journey, with professional advancement opportunities, tuition reimbursement programs and collegiate partnerships.

Training & Development

We know the investment we make in training and development leads to a better experience for our clients. Our Training and Development team has programs created to help you reach new heights, with professional development and leadership training through classroom instruction, e-learning, and outside seminars.

Rewards & Recognition

At C3i Solutions, we recognize people are our greatest asset. That’s why we are committed to celebrating their milestones and accomplishments. We recognize our associates’ work on projects as well as their participation beyond the scope of their core responsibilities.

Advancement

The work here is challenging and rewarding, and we’re dedicated to helping your career reach new heights. With a philosophy of “promotion from within” across our organization – and a 50+ percent internal promotion rate - no other company delivers an experience like C3i Solutions.

Join us, and experience opportunity. Because the experience starts with you!

C3i Solutions is an Equal Opportunity Employer - EOE, M/F, D/V.