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Customer Success Manager 7.9.18

Job Snapshot
Employee Type:
Full-Time
Location:
Wise, VA
Date Posted:
6/5/2018
Job Description Job Title: Customer Service Agent - Rep IJob Code: 11000 Job Family: OperationsLast updated: 6/1/2017 GENERAL PURPOSE:This position provide the highest level of customer service. The abilityto anticipate customer needs and implement solid solutions derived frommultiple information sources is crucial to meeting and exceedingcustomer service objectives and communicating accurate information. Thedrive to support new technology and systems, the dexterity to enlist theassistance of others, as well as the capacity to synthesize largeamounts of information are surpassed only by the goal of earningcustomer loyalty by serving them with courtesy, timeliness, and respect.ESSENTIAL DUTIES AND RESPONSIBILITIES:? Adheres to SYKES policies on ethics and integrity.? Applies defined practices, procedures and company policies totriage, troubleshoot and resolve known issues and address routinecustomer questions.? Maintains call center database by documenting all customercontacts.? Resolves problems by clarifying issues; researching and exploringanswers and alternative solutions; implementing solutions.? Answers inquiries by clarifying desired information; researching,locating, and providing information.? Analyzes and diagnoses problems and applies known solutions? Ability to speak to business owners with empathy and anunderstanding of urgency? Meets Quality Assurance requirements and other key performancemetrics? Excellent listening skills and the ability to ask probingquestions, understand concerns, and overcome objections? Strong work ethic and self-starter, able to effectively managemultiple priorities and adapt to change within a fast-paced businessenvironment? Must possess a professional and friendly attitude and be able toquickly develop a rapport with customers over the phone? May perform other additional duties and responsibilities asassigned.SUPERVISORY RESPONSIBILITIES None Yes (See ?General Management Duties andResponsibilities? addendum)EDUCATION and/or EXPERIENCE:High School Diploma or GED required with minimum of one year ofexperience in a high volume fast paced customer service environment.QUALIFICATIONSTo perform this job successfully, an individual must be able to performeach essential duty satisfactorily. The requirements listed below arerepresentative of the knowledge, skill, and/or ability required.? Proficient in general computer technical skills;? Communicates (verbal and written) complex issues in ways that thecustomer easily understands and can successfully apply the solution.? Flexes communication style to match the customer need. Diffusesemotional customer situations effectively and recognizes when to de-escalate.? Summarizes and communicates customer problems effectively tohigher tier support when necessary.? Ability to learn basic accounting terminology and possibly morecomplex.? General understanding of financial needs of small to mid-sizebusinesses, accounting related services and software.? Technical ability to multitask and learn multiple PCapplications, including accounting service software? Must understand basic internet browsing functions and generalcomputer comprehension.? Ability to use Microsoft Suite applications to include Word,Excel, Outlook.? Traits: Customer Focus, Customer Service, Data Entry Skills,Listening, Phone Skills, Verbal Communication, Building Relationships,People Skills, Interpersonal Savvy, Problem Solving, Multi-tasking. Thisjob description describes the general nature and level of work performedand is not an exhaustive list of all responsibilities, duties orrequirements.PHYSICAL DEMANDS:The physical demands described here are representative of those thatmust be met by an employee to successfully perform the essentialfunctions of this job. Reasonable accommodations may be made to enableindividuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularlyrequired to speak and listen. The employee frequently is required tosit. The employee is occasionally required to stand; walk; use hands tofinger, handle, or feel; and reach with hands and arms. The employeemay occasionally lift and/or move up to 25 pounds. Specific visionabilities required by this job include close vision, and ability toadjust focus.COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY:Sykes Enterprises, Incorporated is firmly committed to conductingbusiness in compliance with the letter and spirit of the law and otheraccepted standards of business conduct as reflected in the company'spolicies. SYKES is proud to be an equal employment opportunity employer.SYKES is committed to selecting, developing, and rewarding the bestperson for the job based on the requirements of the work to be performedand without regard to race, age, color, religion, sex, national origin,ancestry, citizenship, disability/handicap, marital status, veteranstatus, sexual orientation, pregnancy, genetic information, genderidentity and expression, or any other basis protected by federal, stateor local law. EEO.DISCLAIMER:The preceding position description has been designed to indicate thegeneral nature of work performed; the level of knowledge and skillstypically required; and usual working conditions of this position. Itis not designed to contain, or be interpreted as, a comprehensivelisting of all requirements or responsibilities that may be required byemployees in this position.



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