AnalyticOwl Support Representative

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Requirements:

• High School Diploma or equivalent.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• To be a personable and confident communicator.
• Understanding of company products, services, and policies.
• Proficiency with computers, especially with CRM (Customer Relationship Management) software, and strong typing skills.
• Ability to ask prying questions and diffuse tense situations.
• Strong time management and decision-making skills.
• Self-motivated career-driven individual willing to work diligently to advance.
• Adaptability to varied tasks and accountability for the completion of a specific task in a timely manner.

Responsibilities:

• Answering or making calls to clients to learn about and address their needs, and provide answers to any questions or issues with products or services.
• Responding efficiently and accurately to users via phone, email and live chat, explaining possible best practices or solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with users, confirming or clarifying information and being able to escalate user questions and set appointments for Product Advocates or Account Managers.
• Building lasting relationships with users and other team members based on trust and reliability.
• Utilizing CRM (Customer Relationship Management software), communication plans and technology tools appropriately.
• Understanding and striving to meet or exceed expected representative metrics while providing excellent consistent customer service.
• Making data and user recommendations for products or services that may better suit client needs and setting appointments for Product Advocates.
• Taking part in CRM training and other learning opportunities to expand knowledge of company and position.
• Adhering to all company policies and procedures.