Kreative Technologies, LLC

Customer Support

• Handle inbound and outbound calls in a call center environment while providing excellent customer service.
• Answer customer inquiries via telephone and respond to requests using professional etiquette.
• Log and update all customer interactions in the tracking system in accordance with call center procedures.
• Assist inspectors with profile discrepancy changes, cancellations, rescheduling, and unit verification counts.
• Provide clients with role assignments for access into subsystems.
• Reset passwords, reactivate IDs, and assist with account access issues.
• Research and resolve customer inquiries using available resources such as user guides, manuals, website documentation, and call center alerts.
• Escalate incidents and inquiry tickets with complete documentation of troubleshooting steps for issues unresolved at the Tier 1 level.
• Transfer calls (warm/cold) to appropriate staff following established call center procedures.
• Recognize, document, and alert supervisors of trends in customer inquiries or recurring issues.
• Stay up-to-date with system changes, procedures, and customer information through ongoing training and resource materials.
• Perform other duties as assigned to support team and organizational goals.

Customer Service Representative – Tier I Support