Job Title: Customer Service Rep
Location: Monmouth Junction, NJ 08852
Duration: 6 months Assignment
Shift/Hours: 40hours/week, M to F
Work Model: Hybrid, Currently, Wednesdays are mandatory in office with Mondays, Tuesdays, Thursdays & Fridays WFH, this can change at any time.
Notes: Shift times are rotated between all team members: 8AM-4PM, 9AM-5PM, 11AM-7PM & 12PM-8PM. Candidates must be able and willing to work all shifts on any given day of the week.
 
Responsibilities:

• Provide high-level telephone, email, and web chat support for the client suite of PIB products, including Factiva, client Risk & Compliance, and client Newswires.
• Answer global customer queries concerning content/data, product navigation, billing/account administration, and more.
• Provide professional-level support to retain clients’ customers and increase customer loyalty.
• Strong ability to multitask, prioritize, and enthusiastically resolve customers' concerns while consistently providing superior levels of customer service.
• Ensure all relevant procedures are followed from beginning to resolution.
• Ensure all key performance indicators and service levels are met.
• Actively seek out opportunities for self-improvement and participate in new product and procedural training.
• Work with other client departments to ensure escalated issues are handled efficiently and correctly.

Required:

• Highly proficient in English for both written and verbal communication within a corporate environment.
• Commitment to customer satisfaction with the ability to build and develop relationships to identify problems, assess needs, and find solutions.
• Ability to listen, empathize, and effectively handle challenging customer inquiries in a professional and pleasant manner.
• Ability to maintain a positive attitude in an often busy and stressful environment.
• Ability to understand new technical systems and applications quickly.
• Attention to detail and the ability to multitask, prioritize, and meet deadlines.
• Positive outlook on change and flexible approach to team-based work environment and structure.
• Ability to follow a large set of procedural guidelines and to be independently resourceful when investigating/researching complex customer queries.

Preferred:

• Experience in a contact center and/or customer service environment.

Desired:

• Salesforce experience is a plus.
• Desire to grow within the company.
• College degree desired.
• Previous research experience desired.

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 21.00/hr.