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Customer Service Representative in Sandy Springs, GA at Quest Group

Date Posted: 7/4/2018

Job Snapshot

Job Description

Job Description

Due to growth, Quest Group has partnered with a global manufacturer headquartered in Sandy Springs to find a talented Bilingual Customer Care professional to add to their growing team.

Job Requirements

This small team needs someone with talents and experience in the following areas:

  • Inbound phone calls assisting consumers with warranty claims

  • Outbound phone calls which consist of returning consumer calls that have left messages in their departmental voicemail box

  • Processing a variety of paperwork that is all related to the claim by performing data entry into their system.

  • MUST be detail oriented

  • The person needs to have accurate and excellent typing skills and is familiar with using a PC

  • The person needs to adjust to their processes and has the aptitude to learn their processes and master them without wanting to change the system

  • Filing of paperwork generated by individual

They are a small call center and try to focus on the quality of the call and assisting the consumer rather than focusing on the actual number of calls that can be taken each day. While we do want the calls to be handled expeditiously, we want to make sure we attain the info we need from the customer and give them the information they need to understand our claim process.

The hours are Monday – Thursday from 8:00 a.m. – 5:00 p.m. and on Friday from 8:00 a.m. – 3:00 p.m. (depending on business needs). The phones become live at 8:30 a.m. and go down at 4:30 p.m.
Very fast paced environment! Up to 40 inbound calls, 200 pieces of paper (filing), and heavy email correspondence daily. This is an amazing team of 8 individuals that view themselves as a family. They work closely with each other and support one another. NO DRAMA! There are 6 CSRs and 2 Product Specialist. These employees are trusted to make decisions on their own and not micromanaged by supervisors. Candidate must be tolerable of disgruntled/agitated customers and also have empathy for stressed/annoyed customers. They need someone with a GREAT phone presence; articulate, intelligent, and professional. Someone very detailed oriented as taking accurate, thorough notes is imperative. No one owns an account, so the same customer could call multiple times and speak with a variety of people. Detailed NOTES ARE KEY!