Customer Service Representative
Columbus, OH (Grandview area)
Columbus-based Magazine Publisher in need of a Customer Service/Sales Representative.
Both Contact Centers handle close to one million contacts each year. Customer contact channel type includes: phone, chat, email, social media, mail, website reviews, iTunes & Google Play reviews, BBB concerns and AG complaints
Service and Sales Associates (SSA s) handle customer contacts that might include placing, changing or deleting an order, questions or comments about content, product specifics, billing, web site navigation help, delivery or product issues
Workload is approximately 50-100 calls a day and may include additional contact handling through the various channel types as the associate become more familiar and confident with their position
Associates use multiple computer systems such as: order and email management, askCDS knowledgebase, Voice of the Customer advocacy system and sales tracking, timekeeping systems and a contact center client system to monitor ACD flow & results
Associates are required to use world class customer service skills to resolve/record customer questions and concerns. Agents may never use profanity, yell or raise their voice, terminate a call by hanging up on a client or conduct themselves in an unprofessional manner
Associates are required to assess the sales value of each call and execute an upsell, this means educating the customer about the products we offer in an attempt to gain an upsell of either merchandise or supplemental sales revenue. Supplemental revenue includes sales retention efforts, phone and email capture, easy pay credit card enrollment and cross selling to another product.
The Supervisor to associate ratio at maximum headcount is 10: 1 allowing associate performance to be monitored throughout each work day. The Supervisor conducts weekly QA call monitoring as well as End of Month Review sessions to cover areas of strength and opportunities for improvement in performance. The monthly review session serves as a communication tool for performance progress and impacts the annual performance evaluation and merit review. This monthly following up ensures that employees remain informed of performance levels as it relates to earning an annual raise in pay
Key performance metrics evaluated include Quality Assurance, Average handling time & Work time duration, Merchandise/Supplemental Sales and customer advocacy through the VOC as well as attendance and team participation/engagement
8: 30am-5: 00pm