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Customer Support Representative

This position is located in Oakland, CA

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Our Customer Support Representatives help build and maintain our customer base and acts as the company's primary point of contact.

Job Summary:

Under limited supervision, our Customer Support Representatives help build and maintain our customer base and acts as the company’s primary point of contact. Providing strong professional service, which establishes the company’s image, is critical to the success of the organization. Interacts with customers to provide information in response to product orders, product services, billing and payment matters via telephone contact. Within defined limits of discretion and initiative, exercises judgment in response to customer inquiries and resolves customer complaints. Exercises limited authority to adjust customer accounts based on defined parameters. Ascertains correct order information for shipping purposes. Engages in up-selling and cross-selling products to increase sales volume. Captures priority codes from Marketing campaigns. Handles high volume of clerical/administrative tasks while talking with customers by phone, including entering order information into computerized order entry system. Sends Marketing brochures and other product information to new and existing customers. Maintains appropriate records and prepares required reports.

Experience/Required:

  • Excellent key boarding and data entry skills (equivalent to typing 65 wpm).
  • Working knowledge of Microsoft Office applications such as Word, Excel, Outlook (email, calendar & tasks).
  • Organized, detail-oriented, flexible, and able to work well with fast-changing business objectives.
  • Ability to quickly learn customer relationship management and billing software.
  • Excellent communication / customer service / call center skills such as active listening, interpretation, problem solving, tolerance, diplomacy, ability to effectively handle high call volume, and ability to make fast accurate decisions (verbal, written, in-person, and over the phone).
  • Operate effectively independently and as part of a team.
  • Excellent multi-tasking and time-management skills.
  • Ability to manage multiple projects simultaneously.
  • Reliability and Punctuality at all times.
  • Ability to learn and maintain accurate knowledge of CEB products, discounts, policies, etc.
  • Ability to analyze and excerpt relevant material quickly and accurately.
  • Ability to accurately interpret written and oral instructions.
  • Able to handle conflicts and pressure with tact. Ability to develop and maintain relationships with customers and potential customers.
  • Ability to adhere to the confidentiality and security of customer and company information.
  • Able to work in a fast-paced environment with a high call volume.
  • Organized, detail-oriented, flexible, and able to work well with fast-changing business objectives.
  • Excellent note-taker, including appropriate spelling and grammar.
  • Experience working with Sales Force.

 

As a condition of employment, all hires will be required to comply with the University of California SARS-CoV-2 (COVID-19) Vaccination Program Policy: https://policy.ucop.edu/doc/5000695/SARS-Cov-2. All Covered Individuals under the policy must provide proof of Full Vaccination or, if applicable, submit a request for Exception (based on Medical Exemption, Disability, and/or Religious Objection) or Deferral (based on pregnancy) no later than the applicable deadline. New University of California employees must (a) provide proof of receiving at least one dose of a COVID-19 Vaccine no later than 14 calendar days after their first date of employment and provide proof of Full Vaccination no later than eight weeks after their first date of employment; or (b) if applicable, submit a request for Exception or Deferral no later than 14 calendar days after their first date of employment. Federal, state, or local public health directives may impose additional requirements.

 

To apply, please Click here

 


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