Customer Service Agent
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full-time
Posted on:
Location Type: Office
Location: Clarksville • Tennessee • United States
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About the role
- Provide professional, timely, and accurate responses to customer questions about services.
- Enter customer information into internal systems to maintain records of service requests, issues, and resolutions.
- Handle customer complaints in accordance with client protocols and standard operating procedures (SOPs).
- Research, document, and resolve customer service issues.
- Assist with maintaining databases related to call volumes and service trends; flag recurring issues or patterns to leadership.
- Monitor personal productivity and meet established performance metrics.
- Review automatic call distribution (ACD) data to understand call flow and support efforts to reduce customer hold times.
- Participate in call monitoring sessions for quality assurance and follow service standards, accuracy expectations, and company policies.
- Follow established work procedures and contribute ideas for improving efficiency and customer experience.
- Promote and maintain a safe working environment by adhering to company safety practices and procedures.
- Participate in required training to remain informed about processes, systems, and service expectations.
- Maintain proficiency to meet productivity and organizational goals.
Requirements
- Bachelor’s degree or equivalent strongly preferred.
- Generally prefer 0-2 years of related experience.
- Exceptional interpersonal and analytical skills required.
Benefits
- Information regarding DSV’s benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase.
- Flexible working hours.
- Professional development opportunities.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
interpersonal skillsanalytical skillscustomer serviceproblem-solvingcommunicationquality assuranceefficiency improvementproductivity monitoringcomplaint handlingdata documentation
Certifications
Bachelor’s degree