Job description

FIRSTSOURCE IS NOW HIRING CUSTOMER SERVICE REPRESENTATIVES at our Amherst location

APPLY ON OUR WEBSITE www.firstsource.com/careers

$500 Sign On Bonus

$19/hr

Paid Training, weekend availability required & must be able to work between 9am and 7pm

This is an exciting new opportunity for a Customer Service Representative with a passion for customer satisfaction, excellent problem solving skills and the ability to exceed customer expectations to join a new campaign within Firstsource Advantage.
You will be delivering exceptional customer service to customers of our large publication client with the aim of exceeding their expectations, solving their problems, and retaining their business by tailoring the right package to their needs by sharing your enthusiasm and knowledge.

Roles and Responsibilities:

Ensure an exceptional customer experience by responding to calls, emails and on live chat
Actively listen to customers so that you can fully understand their reasons for wanting to cancel. Explore options to try to overcome these reasons and address any concerns that they may have.
Ask questions to understand the customer’s preferences and context so that you can help them identify the product that is the best fit for their individual needs
Provide compelling explanations of our product’s benefits, identifying those benefits that will most engage each individual customer
Ensure all responses are responded too in your own style, showing your own personality, in line with the brand client requirements and values
Take ownership of customers who raise escalations and issue complaints to resolve their concerns and provide a high level of customer service.
Work to meet and exceed key targets whilst maintaining a professional standard of customer service through effective timekeeping and task prioritization
Lead by example, be approachable and demonstrate a “can do” attitude
Ensure all relevant customer information is recorded accurately and in a timely manner in Salesforce
Obtain and evaluate all relevant information to handle product and service enquiries

Experience/Skills and Personal Qualities:
Demonstrate a strong understanding of customer satisfaction and service excellence
Effective selling ability - being able to understand customer’s context, overcome objections and persuade
Comfortable working with sales targets
Commercial awareness, understanding the impact of new sales and retention on the health of our business
An interest in current affairs and international business is a plus
A background in sales and retention for subscription businesses a plus
Computer literate, excellent typing/keyboard skills and competent in navigating across different IT systems
Able to effectively prioritize and make decisions using previous experience and contract knowledge, ability to “think on your feet”
Strong attention to detail with an eye for accuracy
Dedicated to improving customer satisfaction and retaining the clients customers by adopting a friendly, fun and positive attitude
Excellent communication skills; both written and verbal
Open, trustworthy and strong work ethic
Ability to confidently resolve issues without further escalation

APPLY TODAY! Start date - February 20, 2023

$19/hr
Convenient Amherst Location
Firstsource Advantage
205 Bryant Woods South
Amherst, NY 14228

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans

Job Type: Full-time

Pay: $19.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Weekend availability

Work setting:

• Call center
• Office

Ability to commute/relocate:

• Amherst, NY 14228: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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