Customer Service Representative Ref Code /80926/KNLV Job Category US Job Location Las Vegas - United States of America Experience 1 - 3 yrs Qualification Salary Posting Date Apr 02, 2018 Job Description The Nest Customer Service representative is to promptly and warmly greet Nests customers on the phone, to identify the reason for their call, and to either route the call to the most appropriate channel or resource, manage expectations and schedule a call back, or resolve within their scope. Duties and Responsibilities: Act as first point of contact for customer queries via telephone, while projecting a highly available, warm, helpful voice for the Nest brand. Communicate with customers in a friendly manner, providing attentiveness and empathy regarding concerns, and building confidence and assurance that their needs will be met. Create a case, select proper symptom code, and determine correct resolution path for customer. Properly document customers situation and reason for calling as well as collecting all relevant customer and product information in the CRM system (Salesforce). Monitor queue wait times in the telephony system in order to advise customers of any delays in service, recommend alternatives, or to schedule a call back when appropriate. Interpret case symptoms and provide answers, solutions and closure on basic and non-technical requests (e.g., order status, product availability, service outages, etc.), and as directed by Nest. Direct customers to proper channel or resource for resolution, efficiently directing customers to self-service tools, referring to channel partners, or making transfers to appropriate skill groups in Nest agent network. Stay current with Nest communications to contact centers in order to provide most up-to-date information to customers. Follow the direction of management and adhere to published policy. Provide feedback on systems, procedures, and products that will feed continuous improvement. Perform all other tasks as assigned and as business needs dictate. Skills High School diploma. Experience in customer service, inside or field sales, hospitality, retail or other customer-facing roles. Proven customer service skills from paid positions requiring relationship introductions, rapport building, need identification, and follow-through on requests. Strong customer service orientation. Excellent interpersonal skills. Warm, friendly, enthusiastic, and positive demeanor. Energetic and clear voice that projects confidence. Phone communication skills. Ability to multi-task in a dynamic, fast-paced environment and prioritize activities in when necessary. Ability to translate conversational skills into effective written communications. Proficiency in typing. Familiarity with CRM or ticketing systems. Ability to navigate in a Windows and OSX environments. Appetite and curiosity for learning new things. Desire to work with innovative products. Attention to detail.