SCR Solutions
Tier II Customer Service Representative
SCR Solutions, Washington, District of Columbia, us, 20022
Overview
SCR Solutions is looking for a skilled Tier II Customer Service Representative to join our dedicated support team. In this critical role, you will be the first line of contact for our clients, providing exceptional support and resolving complex issues that require a higher level of expertise. The ideal candidate will demonstrate strong problem-solving skills and a solid understanding of our products and services. You will utilize your communication abilities to guide customers through troubleshooting procedures, answer inquiries, and ensure a high level of customer satisfaction. If you are passionate about delivering outstanding service and are eager to make a positive impact on customer experiences, SCR Solutions offers a vibrant and inclusive work environment for you to thrive. Responsibilities
Assist customers with technical issues and inquiries via phone, email, or chat Troubleshoot product-related problems and provide effective solutions Document customer interactions and follow up on unresolved issues to ensure complete resolution Collaborate with Tier I representatives and other departments to address escalated customer concerns Provide feedback on service trends and suggest improvements to enhance customer satisfaction Maintain up-to-date knowledge of our products, services, and policies Participate in training programs to enhance skills and knowledge base Qualifications
High school diploma or equivalent; associate degree or relevant certification is a plus Proven experience in a customer service role, preferably in a Tier II or technical support environment Excellent problem-solving abilities and a customer-centric approach Strong verbal and written communication skills Ability to handle challenging customer interactions with professionalism and empathy Familiarity with customer service software and support tools Ability to work independently and collaboratively within a team
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SCR Solutions is looking for a skilled Tier II Customer Service Representative to join our dedicated support team. In this critical role, you will be the first line of contact for our clients, providing exceptional support and resolving complex issues that require a higher level of expertise. The ideal candidate will demonstrate strong problem-solving skills and a solid understanding of our products and services. You will utilize your communication abilities to guide customers through troubleshooting procedures, answer inquiries, and ensure a high level of customer satisfaction. If you are passionate about delivering outstanding service and are eager to make a positive impact on customer experiences, SCR Solutions offers a vibrant and inclusive work environment for you to thrive. Responsibilities
Assist customers with technical issues and inquiries via phone, email, or chat Troubleshoot product-related problems and provide effective solutions Document customer interactions and follow up on unresolved issues to ensure complete resolution Collaborate with Tier I representatives and other departments to address escalated customer concerns Provide feedback on service trends and suggest improvements to enhance customer satisfaction Maintain up-to-date knowledge of our products, services, and policies Participate in training programs to enhance skills and knowledge base Qualifications
High school diploma or equivalent; associate degree or relevant certification is a plus Proven experience in a customer service role, preferably in a Tier II or technical support environment Excellent problem-solving abilities and a customer-centric approach Strong verbal and written communication skills Ability to handle challenging customer interactions with professionalism and empathy Familiarity with customer service software and support tools Ability to work independently and collaboratively within a team
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