Customer Support Specialist

Job Title: Customer Support Specialist

Duration: 12 months

Location: Chandler, Glendale, Surprise and Phoenix

Summary

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Provide a service such as a license, registration, title, permit, or program eligibility information
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
• Refer unresolved customer grievances to designated departments for further investigation.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments

Performs journey level customer service activities by performing tasks initiated by the general public. Position may require the use of discretion when releasing pertinent information, solving difficult customer service complaints/problems; conducting research, compiling information, and analyzing policies and procedures to resolve customer issues. Duties may include periodically adding money receipts, reconciling cash against known figures for verification, preparing and transmitting deposits of monies to the bank or to the state treasurer's office on a daily basis

Required Skills

Follows established guidelines

Solving difficult customer service complaints/problems

Customer Service Experience

Preferred Skills

Bilingual