Customer Service Representative

Job Responsibilities and Performance Expectations

  • Respond to telephone, e-mail mail, chat and social media inquiries from direct mail, web, streaming and other business. Provide general information in a timely, accurate and professional manner at all times.

  • Research and resolve customer complaints to ensure customer retention and satisfaction.

  • Ability to effectively communicate with customers in a clear and straight forward manner.

  • Recognize, convey, promote, and sells products and services.

  • Remain up-to-date on products and services to ensure customer satisfaction and to maximize customer retention and cross-selling opportunities.

  • Maintain excellent oral and written communication skills.

  • Troubleshoot and resolve technical issues, with the ability to articulate relevant information and direction in an organized and concise manner.

  • Excellent knowledge and application of department standards, practices, and procedures.

  • Rely on experience and judgment to plan and accomplish individual and department goals.

  • Work under minimal supervision; reports to a supervisor.

  • Functions as a backup to the department trainer/lead as assigned for training and exception processing.

  • Assumes responsibility for customer escalations, resolving issues with insight and professionalism.

  • Oversee assigned daily customer service team duties and ensures work is completed.

  • Assist team members in completing work as deemed necessary.

  • Meet or exceed standard productivity levels for calls, mail, emails and chat.

  • Rely on experience and judgment to accomplish individual and department standards and goals.

  • Complete assigned department tasks.

  • Regular, consistent and punctual attendance.

  • Other duties and projects as assigned.

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