ESC - CSR - Inbound

Job Description

We have a position for a ESC - CSR - Inbound with one of our clients in Atlanta, GA for an initial contract duration of 1 year. No third party candidates considered for this position.

• Working in a team environment, Inbound Customer Service Representatives are charged with fielding all requests received by the ESC, regardless of their source, creating a new case or updating an existing case for each request in CRM and dispatching all cases that are not deemed Tier 1 responsibility to the appropriate resolution group within the ESC.
• As the primary contact point for all customer inquiries to the ESC it is imperative that they project a professional image through their telephone and writing skills and possess exceptional customer service skills.

PRIMARY DUTIES/RESPONSIBILITIES:

• Handle all inbound calls from internal and external customers.
• Handle all incoming mail, email and fax requests from internal and external customers.
• Create a new case or update an existing case for every request received in the ESCs CRM system.
• Gather necessary information from customers in order to sufficiently documenting each case with detailed notes in to make the resolution process as efficient as possible.
• Work to completion all cases that are designated as Tier  responsibility and properly assign those that are not to the correct resolution work list. Recognize, document and inform the supervisor regarding trends in internal and external calls. Recommend process improvements.
• Special projects as assigned.