Customer Service Representative
WorldStrides, Inc.
Merida, Mexico
hace 29 días

The Customer Service Representative (CSR) represents WorldStrides by providing accurate and timely responses to both internal and external customer inquiries.

In many instances, the CSR is the only contact the parent customer has with WorldStrides. In that regard, the CSR should properly represent the brand image of the company as follows

  • Provide direction and decisions on issues regarding individual participant accounts within policy and scope of responsibility
  • Properly balance customer service concerns with business considerations
  • Ability to handle a high call volume under potentially stressful situations
  • Clearly and accurately document all customer contacts
  • Maintain a minimum QA score of 85% based upon periodic monitoring of inbound customer calls by the Customer Service Supervisor
  • Qualifications :

  • High School diploma or G.E.D. required, post high school graduate preferred
  • One or two years experience in a call center environment
  • Excellent customer service / communication / negotiation skills
  • Advanced verbal and written English
  • Solution-oriented attitude
  • Ability to sustain long periods of inbound calls and communication with customers
  • Ability to position company policies in a positive and professional manner
  • Familiarity with Windows required
  • Essential Functions :

  • Answer incoming customer calls concerning but not limited to billing, trip information and policy and procedures
  • Provide accurate information in order to resolve all customer inquiries in a polite, professional and timely manner
  • Effectively up-sell the Full Refund Program
  • Accurately note all incoming and outgoing contact information in GIS
  • Review, prepare and route customer information via email to relevant co-workers (e.g. Financial Service Representative) in order to inform, update or request information needed to resolve a customer issue(s)
  • Remain knowledgeable of WorldStrides policy and procedure within the scope of the CSR function
  • Facilitate and / or perform training of staff members as requested
  • Provide ongoing feedback to immediate Manager to promote growth within this function
  • Support Quality Assurance checks by Manager or Supervisor; this position will be monitored and / or recorded for quality assurance on a regular basis
  • Debrief Manager on problematic accounts and trends identified during customer contact
  • Assist with outbound customer calls or other cross functional work during non-peak periods including but not limited to missed payment calls and sales calls as well as coverage for Receptionist and Fulfillment Center as needed.
  • Support night chaperoning and on-site coordinating of student trips as necessary
  • Other duties assigned by the Management Team
  • Standard Department Member Responsibilities

  • Foster communication within the department, with other departments and with management
  • Maintain knowledge of company policies and procedures to serve as an effective staff member
  • Support company policies and management decisions with a sense of urgency and professionalism
  • Support WorldStrides in all endeavors of progressive growth in a positive and professional manner
  • Seek out and participate in internal and external programs that facilitate personal and professional growth
  • Write and deliver self-performance appraisals to Customer Service Manager on an annual basis
  • Identify and discuss personal and professional growth goals with Customer Service Manager
  • Adhere to the Team Ethics Guidelines
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