They Support Microsoft Games!!

Location: Valencia, CA

Duration: contract to hire

Pay: 12.50

Department: Online Services

Reports To: Supervisor of Customer Service

Job Description:

Responsible for providing industry-leading customer service while meeting the quality and schedule expectations of the company’s customers. Assist in the development, implementation and support of operational policies and procedures that facilitate the attainment of departmental and organizational goals.

Requirements:

·         Ability to work with complex procedures and program guidelines

·         Demonstrates good grammar and spelling in written communication

·         Bilingual English/Spanish is a plus.

·         Ability to type at 30 wpm net (no errors).

·         Basic math skills (high school level)

·         BA/BS in a technical discipline or equivalent customer service work experience preferred

·         Experience in Sales is a plus

·         Fluent bilingual English/Spanish (written and verbal) required

Knowledge, Skills & Abilities:

·         Constantly alert to new software and technology with broad awareness of SaaS (Software as a Service) model

·         Basic understanding of online subscription services

·         Advanced understanding of online services

o   Can define or prove knowledge of the following terms:

§  Email,Chat

§  Online meetings

§  Online purchasing (sales, cancellations, order checking, refunds)

§  Online surveys

§  Online search

§  Website navigation

·         Working knowledge of personal computers running the current Windows operating system

o   Can correctly plug in a mouse, keyboard, monitor, speakers

o   Can power up, log in, locate and open a variety of applications needed to perform work as a support agent

o   Demonstrates proficient navigation skills with a mouse and keyboard

·         Requires the use of office equipment such as multi-line telephone systems, fax machine, copy machine

·         Requires the ability to distinguish letters, numbers and symbols. Requires hand/eye coordination

·         Requires the ability to work long hours and endure stressful conditions

·         Requires to effectively communicate and work with professionals in other departments and customers, which may lead to independent decision making

·         Excellent organizational skills and follow through discipline

·         Excellent written and oral communication skills in English

·         Ability to work with complex procedures and program guidelines

·         Basic knowledge of Microsoft Word, Access, Excel, e-mail

·         Independent worker, a self-starter, detail oriented, analytical and have ability to handle multiple projects simultaneously

General Duties:

·         Nurture high-end clientele and act as contact person for status of application and orders, billing issues, customer profiles, program and campaign information

·         Answers telephone and online submissions inquiries posed by customer

·         Provides appropriate feedback and settlement to all customer contacts (including referrals to other organizations)

·         Assists customers with program questions including but not limited to in depth information on program benefits, terms and conditions, application options, as well as basic technical support on tools, and resolves any open issues with the customer

·         Processes application materials and makes compliance decisions in accordance with program requirements and Microsoft guidelines

·         Processes and updates customer information with tools owned by the client and by arvato digital services

·         Contacts customers for marketing, survey and follow up purposes

·         Updates and maintains Contact Management System Software with daily call log per customer, address, contact, etc.

·         Performs, meets and maintains KPI (Key Performance Indicators) for company’s policies for the customer service department and ACD (Automatic Call Distribution) phone system statistics

·         Keeps abreast of program changes and informational updates

·         Works with Microsoft and arvato digital services owned tools and websites

·         Complies with company set procedures

·         Supports account’s specific programs

·         Assists in developing and streamlining procedures