Customer Service Rep I

.S. Citizenship Required

**** There is a 3 week ONSITE training course in Clinton, MS ****
This is a 24x7x365 location. You must be open to all shifts.
The training will only be conducting during normal business hours Monday- Friday .

Job Description:
A customer service representative acts as the first point of contact for customers. CSR’s are expected to be courteous and polite and have strong customer service skills.

• Adhere to approved Standard Operating Procedures (SOP), written or otherwise
• Always remain professional and courteous when engaging end users
• Remain on queue and available to assist end users during specified shift, excluding approved breaks, lunches, or off queue time approved by your Team Lead
• Utilize instant messaging for communication between peers and leads for assistance (refrain from leaving assigned desk for communication as much as possible)
• Provide first level End User contact and resolution
• Obtains customer information by answering telephone calls and emails
• Guide users through setting up appointment
• Follow communication “scripts” when handling different topics
• Properly diagnose issues and route unresolved issues to the next level of support
• Accurately document user’s information in ticketing system during and after each call
• Provide excellent customer service
• Provide excellent verbal and written communication skills
• Microsoft Office Suite experience
• Preferred skill with ticketing systems, (ServiceNow, etc.)
• Comply with pre-determined and provided times allotted for work schedule, breaks and lunch.

Job Requirements:

Qualifications/Skills:
• High volume customer service skills
• Strong phone handling skills
• Excellent communication skills and documentation skills
• Ability to multi-task, prioritize and manage time effectively
• Must be available to work nights, holidays and weekends

Education and Experience Requirements:
• High school diploma;
• Some college preferred
• One to two years of call center/customer service representative experience

o Breaks
§ 2 breaks are allotted (15-minute duration)
§ Breaks are non-mandatory and can be revoked.
§ All breaks are pre-determined and scheduled.
o Lunches
§ 1 lunch is allotted (30-minute duration)
§ Lunch break is mandatory and must be taken on any shift 6 hours or more in duration.
§ Lunch break is pre-determined and scheduled

******Candidates must be flexible to work any shift in a 24x7x365 schedule. All shifts have two consecutive off days and consistent start and end times, but are subject to change based on business needs with two weeks’ notice.*****

ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans