Account Services Rep I (45437) Oklahoma City, Oklahoma

Position Details
Position: Account Services Rep I
Location: Oklahoma City Call Center
Job Starts: September 30, 2013
Posting Dates: 9/6/2013 - 9/27/2013

Develops and directs overall order and service-related activities for CCI's customer service function. Develops and implements policies for the resolution of customer account inquiries. Provides a variety of customer service support duties to customers. Ensures timely and accurate information is provided to customers in a professional manner. Responds to inquiries through phone, mail, email, and contact with customers. Promotes and sells the company's products and services. Provides operational management and support at call center locations to ensure efficient and timely resolutions of customer service issues.

1-Handles incoming customer calls with the intent of providing customer satisfaction and retention; may introduce and sell new or additional products and/or services;
2-Works in conjunction with outside sales representatives to provide pre-and/or post-sales support;
3-Reviews customer inquiries, problems, requests, and suggestions; determines appropriate solutions and/or responses;
4-Negotiates customer claims, initiates billing adjustments, arranges product substitutions and returns;
5-Assesses customer needs and suggests/promotes alternative products or services;
6-Processes incoming orders;
7-Refers customer calls to other areas as appropriate;
8-Records consistent problem areas;
9-Provides clerical/administrative support to the customer service functions.

Typical Training / Experience - HS diploma, GED or relevant work experience; 0-2 years of experience in area of responsibility

Dept/Org Scope & Impact - Entry level support role requiring basic skills; can perform some of the basic tasks within the function; some impact at the job or department level

Problem Complexity - Performs simple, routine work; Selects correct processes from clearly prescribed rules, past practices, or instruction; Seeks advice and guidance on non-routine or problem areas from supervisor. Any deviations from the norm are cleared by the supervisor/manager

Autonomy - Under close supervision, exercises limited latitude/independent judgment; Work typically involves detailed checks or close review of output by a senior co-worker and/or supervisor/manager

Knowledge - Assignments require minimal knowledge beyond the assigned work; Demonstrates correct understanding of routine aspects of work

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