Antoinette Nemet

National Grid USA

Brooklyn, NY, NY

02.2014 - Current

Answered inbound calls, chats and emails to facilitate customer service.
Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Recommended improvements in products, service and billing methods to management to prevent future problems.
Developed strong customer relationships to encourage repeat business.
Conferred with customers by telephone or in person to provide information about products or services and take orders.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Developed positive relationships with customers through friendly interactions.
Used approved scripts to de-escalate angry customers during telephone interactions.
Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Maintained detailed records of customer interactions, transactions and comments for future reference.
Developed strong relationships with customers by providing personalized assistance and support.
Asked probing questions to determine service needs and accurately input information into electronic systems.

Summary