.The Functionary is looking for a Customer Service Representative. This is a hybrid position.**About the company**The Functionary is a leading provider of business process support services to consumers, small business, mid-market, and enterprise customers. The Functionary partners with retailers, OEMs, and distributors to provide support solutions to customers needing help with customer support, e-commerce operations, setup, connectivity, Internet of Things (IoT) devices and Cloud services. The Functionary has handled over 5 million support requests, delivering market-leading customer satisfaction scores, to empower customers to get the help they need when they need it.**Education requirements**:High School Diploma Required**DETAILED JOB DESCRIPTION**Responds to tickets and chats constantly. On average, they will respond to 15-20 tickets a day. Most tickets are inbound, very few are outbound.Tickets are brought by customers to review things such as:- Pair license plate to Bluetooth, which must be done via Reviver's app and some customers find it hard- Update the license plate expiration yearThe Average Handle Time (AHT) must be lowered by the team. Agents must be able to respond to back-to-back tickets to decrease the AHT.The agent won't take inbound callsEnsure a superior customer experience, measured through quality monitoring and voice of the customer survey results, including retaining and building customer loyalty.Assist with logistics, as needed.Become an expert on policies and procedures to provide accurate information to both internal and external customers.**WORK EXPERIENCE REQUIREMENTS**- B2 English (Upper Intermediate). Not looking for native speakers because of high turnover.- Must be organized- Must be fully available in case Ops moves to weekends (which most likely will). No students, no business owners, no people with second jobs.- 1-2 years of experience in customer service- At least 1 year' experience dealing with International (USA) customers is ideal.- Attention to detail- Organized and structured- Trouble ticket with remedy, (it's a plus)**SOFT SKILLS & ABILITIES**Excellent analytical / problem solving skills.Excellent interpersonal skills to be persuasive and/or assertive when necessary.Sensitivity to the other person's point of view; to influence behavior or turn a situation around.The ability to prioritize and effectively manage your time. A passion for the customer and ability to deliver exceptional customer service on a consistent basis while working in a fast-paced environment and meeting our service performance standards.**TECH SKILLS**Minimum 2 years' experience in customer facing service environment (retail and/or contact center), including managing escalated customer situations.PC skills: Microsoft Office—Word, Excel, Outlook, internet or other software/database skills; knowledge of CRM systems, such as Salesforce, a plus.Ability to effectively multi-task, including navigation of multiple systems at once
