Customer Service Representative

Job Description

Job Description

We are looking for a skilled Customer Service Representative to join our team in San Jose, California. In this long-term contract role, you will play a vital part in delivering exceptional service to external customers while ensuring compliance with company policies and procedures. If you are detail-oriented, proactive, and excel in managing customer interactions and resolving issues, this opportunity is ideal for you.

Responsibilities :

• Respond to customer inquiries promptly and professionally, ensuring satisfaction and resolution of concerns.
• Manage service contracts and oversee accounts receivable (AR) processes with accuracy and efficiency.
• Collaborate with various departments to address discrepancies and troubleshoot issues effectively.
• Review and document customer feedback and complaints to improve service delivery and brand awareness.
• Ensure compliance with company policies when handling customer transactions, invoices, and pricing.
• Prioritize and triage customer requests to meet deadlines and maintain high service standards.
• Provide leadership and guidance in managing key metrics and reporting for customer service performance.
• Act as a liaison between customers and internal teams to facilitate seamless communication and resolution.
• Monitor and enhance business process functions to optimize customer support operations.
• Maintain detailed records and documentation to support metric reporting and compliance requirements.
• Proven experience in customer service, with a strong understanding of service contracts and accounts receivable processes.
• Proficiency in managing invoices, pricing, and policy compliance.
• Excellent communication and interpersonal skills to handle customer concerns and complaints effectively.
• Ability to prioritize tasks, manage discrepancies, and ensure timely resolution.
• Strong leadership qualities and the ability to oversee key metrics and reporting.
• Familiarity with business process functions and triage methods.
• Detail-oriented with excellent organizational skills for documentation and record-keeping.
• Knowledge of customer service best practices and external customer engagement strategies.