Customer Service Representative

Customer Service Representative

Job Description

Job Description
Summary:
The main function of a call center/customer service specialist is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. A typical customer service specialist is responsible for determining the client’s issue, offer possible solutions or providing follow-up as needed. Customer service agents may be inbound, outbound or a combination of both.

Job Responsibilities:
Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
Refer unresolved customer grievances to designated departments for further investigation.
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Skills:
Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.
Ability to work independently and manage one’s time.
Ability to accurately document and record customer/client information.
Previous experience with computer applications, such as MS Outlook or data entry software.

Education/Experience:
High school diploma or GED preferred.
0-2 years customer service related experience required.

Typical task breakdown:
Compare lists of names of entities wishing to engage in business with client against names of people and businesses on various Restricted Party Lists
Release any “false positive” matches to facilitate the smooth transaction of business
Escalate potential actual matches for additional due diligence at a 2nd tier

Interaction with team:
The team interacts throughout the shift via Teams messaging and Outlook email
Team Structure
Team members report to Export Controls Manager who in turn reports to an Assistant Global Trade Advisor

Work environment:
Collaborative virtual environment

Education & Experience Required:
Years of experience: 0-2 years experience
Degree requirement: HS Diploma – Associate’s Degree Preferred
Do you accept internships as job experience: Yes
Are there past or additional job titles or roles that would provide comparable background to this role: No

Top 3 Skills

Collaboration
Communication
Resource Utilization

Additional Technical Skills
(Required)
Laptop Computer
Microsoft Office Suite
o Outlook
o Word
o Teams

Soft Skills
(Required)
Inter and intrapersonal communication
Clear and concise writing


Notes:

40 Hours a week / M-F / 0700 to 1530; 0730 to 1600; 0800 to 1630

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status