www.infotrieve.com
Job
Summary / Purpose
Provide superior customer
service support to Infotrieve’s customers by managing all inquiries into the
department in a professional, knowledgeable and efficient manner.
Provide responsive and competent first level telephone and/or e-mail
support to customers. Assist customers in the use of Infotrieve products and
services, including web applications. Utilize
troubleshooting skills to resolve customer service problems.
Essential
Job Functions
- Operate
in a proactive manner in order to anticipate needs and provide superior
customer service via phone and e-mail.
- Promptly
log issues in the ticket tracking system and work to resolve issues.
Escalate irresolvable issues to senior co-workers and management.
- Prioritize
and respond to customer inquiries while maintaining customer satisfaction in
accordance with current levels of service measurements.
- Collaborate
with customer, departmental colleagues, other Infotrieve departments, and
management, as necessary, to resolve service/product issues.
- Maintain
up to date knowledge of all Infotrieve products/services and pricing in
order to educate and inform.
- Identify
growth/up-selling opportunities by having a thorough knowledge of the
customer’s business and related needs.
- Ensure
that customer account information is accurate and up to date in the customer
relationship management database. Make changes in a timely manner.
- Assist
colleagues and Sr. Manager with special projects.
- Perform
other tasks as assigned.
- Part-time
position. Scheduled hours are 4pm-8pm ET Monday through Friday
Basic
Knowledge Requirements /Qualifications
- 2-5
years previous library/customer service experience preferred.
- Excellent
communication skills, ability to communicate effectively with professional
clientele (phone voice, listening skills, etiquette).
- Strong
learning skills in technology environment. Proficiency with computers and MS
Office applications.
- Flexibility
and teamwork are critical. We are a growing company and need employees who
can adapt in a changing environment.
- Strong
aptitude for problem solving and follow through on issues.
Please
submit all resumes to careers@infotrieve.com
or
contact Human Resources at (203) 423-2153.