Customer Service Administrator
Matheson Tri-Gas Inc.
Franklin, WV
08.1989 - Present
- Provided technical assistance for customers regarding product usage and troubleshooting.
- Maintained accurate records of customer interactions, transactions and feedback.
- Answered customer inquiries and resolved customer issues in a timely manner.
- Researched customer accounts for billing discrepancies and provided accurate solutions.
- Assisted with product returns, exchanges, refunds, order cancellations, and other related tasks.
- Answered customer inquiries via phone, email, and chat.
- Maintained detailed records of customer interactions, complaints, comments, and inquiries in the database.
- Processed orders received from customers via telephone or online channels accurately.
- Developed strategies to improve the quality of services based on analysis of customer feedback data.
- Contacted customer service manager for critical issues needing immediate attention.
- Regularly updated customer service database to reflect new information including address changes and contact details.
- Cultivated long-term relationships with customers, encouraging more lucrative business opportunities.
- Brainstormed with other customer service personnel to determine ways to reduce service issues and eliminate keying errors.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Computed balances, totals or commissions to support accounting team.
- Recommended solutions related to staffing issues and proposed procedural changes to managers.
- Guided employees in handling difficult or complex problems.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Resolved customer complaints or answered customers' questions.
