Customer Service Associate (CSA)

Touchstone Communications is seeking a dedicated and enthusiastic Customer Service Associate (CSA) to join our team. The ideal candidate possesses exceptional customer service skills and has a genuine desire to assist customers in a fast-paced call center environment. The CSA will engage with customers to understand their inquiries, provide solutions, and ensure a high level of satisfaction. This position requires effective communication and active listening abilities to build rapport and trust with customers. While prior experience is not necessary, applicants should demonstrate a willingness to learn and adapt in a dynamic setting as well as possess strong product knowledge to effectively address customer needs. As a CSA, you will play a pivotal role in representing Touchstone Communications by ensuring customers receive top-notch service. You will not lead a team, allowing you to focus entirely on enhancing customer experiences. Your day-to-day responsibilities will include responding to customer queries, utilizing call center software, and assisting with customer relationship management (CRM). With a fresh perspective or up to three months of experience in customer service, you will bring a valuable contribution to our team.

Responsibilities

Engage with customers via phone and other communication channels to resolve inquiries and provide information about products and services.
Utilize call center software and CRM tools effectively to document interactions and manage customer data accurately.
Demonstrate active listening skills to understand customer needs and concerns, ensuring clarity and satisfaction.
Maintain thorough knowledge of product offerings to provide accurate information and facilitate informed decision-making.
Handle customer complaints and resolve issues with a positive approach, ensuring a seamless customer service experience.
Collaborate with team members to identify areas for improvement in service delivery and suggest solutions.
Follow company policies and procedures to ensure compliance and adhere to quality standards.
Participate in training sessions and workshops to enhance customer service skills and product knowledge.
Monitor and track customer feedback to identify trends and areas for improvement in service quality.
Assist in maintaining a clean and organized call center environment that promotes efficiency and professionalism.