Role:Customer Service Specialist
Location: WORK FROM HOME
JOB DESCRIPTION:
Customer Service Specialist Summary
Acquires basic skills to perform routine tasks
Work is prescribed and completed with little autonomy
Works with either close supervision or under clearly defined procedures
Entry level to a business support career progression.
Customer Service Specialist Responsibilities
Other Incidental tasks related to the job, as necessary.
Answer incoming phone calls in an efficient and professional manner
Act as a customer resource regarding products, company structure, and company operation in order to effectively direct incoming queries to the appropriate individuals
Understand customer issues, identifies the urgency, scopes issue and prepares it for escalation, and triages to correct escalation team
Assist approximately 60 customers daily in a ticketing system to create and update tickets with relation to the call
Solve administrative calls without routing to a 2nd-line team
Follow schedule as given by workforce optimization
Verify callers by using approved Rackspace methods
Customer Service Specialist Knowledge
Acquires a broad knowledge of Rackspace, its operations and service offerings
Develops knowledge and skills to perform basic activities in own job
Understands how the assigned duties integrate with others in the team
Education Required:
Customer Service Specialist Education
Required: Regional equivalent to High School Diploma
Preferred: Successful completion of 1 to 2 years of higher education classes
Customer Service Specialist Experience
Required: Customer service experience
Preferred: 1 – 2 years of customer service experience in a call center or customer centric environment.
skills
- Customer Service Specialist SkillsAttention to Detail: Demonstrates a concern for accuracy and thoroughness so that sufficiently detailed information is logged correctly Value Analysis: Provides customers with basic, standard information regarding products/offeringsModerate computer proficiency including Microsoft Office SuiteAbility to interact with customers in a professional and friendly mannerAbility to follow standardized processes and procedures and identify when escalation
