CUSTOMER RELATIONS REPRESENTATIVE SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Published: September 13, 2024 – The Customer Relations Representative provides exceptional customer service within a fast-paced contact center, and ensures smooth interactions by utilizing strong communication skills and technical proficiency. This role requires a positive and empathetic approach, effectively de-escalating challenging situations while adhering to standardized procedures. The representative is also highly organized and detail-oriented, capable of independently managing multiple tasks and tracking customer interactions to identify trends and improve service delivery.

Essential Hard and Soft Skills for a Standout Customer Relations Representative Resume
  • CRM Software Proficiency
  • Data Entry
  • Call Center Systems
  • Microsoft Office Suite
  • Typing Speed
  • Email Management
  • Report Generation
  • Multitasking with Software Tools
  • Product Knowledge
  • Technical Troubleshooting
  • Communication
  • Empathy
  • Problem-Solving
  • Active Listening
  • Adaptability
  • Patience
  • Conflict Resolution
  • Teamwork
  • Emotional Intelligence
  • Time Management

Summary of Customer Relations Representative Knowledge and Qualifications on Resume

1. BA in Psychology with 1 year of Experience

  • Previous customer service experience.
  • Highly disciplined, self-motivated, and service delivery-focused. 
  • Always willing to go that extra mile.
  • Versatility to work in a team and independently.
  • Fluent written and spoken English
  • Ability to build rapport and display empathy across various communications platforms.
  • Be switched on and have confidence in your ability
  • The ability to multitask and adapt to a fast-paced and changing environment.
  • Tech savvy and able to pick up new programs quickly.
  • A team player who can adapt to a fast-paced and changing environment - someone who brings team spirit and enjoys supporting colleagues in a challenging environment.

2. BA in Customer Service Management with 5 years of Experience

  • Previous experience within a call center/customer service environment including inbound and outbound calls
  • The ability to handle sensitive situations maturely and effectively in person, or by phone and email
  • Experience in NFP fundraising data administration using Salesforce or similar CRM platforms 
  • Strong Microsoft Office skills, including Word, Excel and Outlook
  • Experience within the financial services or payment processing industries
  • Performance-driven, and able to work under pressure and to tight deadlines.
  • Ability to work on own initiative, and to be a team player.
  • Communication skills – excellent verbal communication skills.
  • Professional attitude and demeanor
  • Demonstrated experience effectively managing a high call volume and juggling conflicting work priorities

3. BA in Business Administration with 3 years of Experience

  • Customer service working experience 
  • Strong facilitation and presentation skills
  • Intermediate Microsoft Office suite proficiency
  • Experience working in a call center environment
  • Working experience with Salesforce CRM
  • Experience working with Epicor ERP system
  • The ability to create business-level written correspondence and verbally present information to internal and external customers.
  • Job-related software skills, MS Office
  • The ability to operate a variety of standard office equipment
  • Able to read, analyze, and interpret a variety of information, such as technical procedures, business correspondence,  and governmental regulations furnished in written, oral or diagram form.

4. BA in Communication Studies with 2 years of Experience

  • Highly skilled at using a computer-based platform using multiple applications, including transcription, multitasking, chatting, or messaging
  • The ability to maintain effective communication with the customer.
  • Skilled at consistently providing excellent customer service, following through on responsibilities to customers, and recovering from any errors made.
  • Demonstrated ability to complete projects and assignments accurately, catching errors before completion, despite a large workload, competing demands and a fast-paced environment.
  • The ability to effectively communicate with customers. 
  • Possesses effective listening, speaking and writing skills. 
  • Skilled at adjusting communication style to meet audience needs and expectations.
  • Comfortable engaging with customers who may exhibit frustration, and taking responsibility for errors on behalf of the Company.
  • Capable of and interested in continuous learning primarily focused on the business, customer service techniques and products and services sold at the company.
  • Comfortable with making decisions independently.

5. BA in Hospitality Management with 4 years of Experience

  • Combined education, work and/or volunteer experience.
  • Call center environment experience
  • Understanding of Health Care/Insurance environment (Familiarity with medical terminology, health plan documents, or benefit plan design)
  • Knowledge of social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations)
  • Sales or account management experience
  • Customer Service experience
  • Have a dedicated work area established that is separated from other living areas and provides information privacy
  • Ability to keep all company-sensitive documents secure (if applicable)
  • Experience with Microsoft Word, Outlook, PowerPoint and Excel 
  • The ability to create, edit save and send documents, correspondence, presentations and spreadsheets

6. BA in International Business with 5 years of Experience

  • Experience delivering customer service in a Contact Centre environment
  • Knowledge of the principles and practices of customer service
  • Communication skills (verbal/written) at a superior level in English
  • Proficient in the use of a computer keyboard and mouse quickly and accurately to navigate relevant software and customer service programs.
  • A positive, empathetic and professional attitude towards customers to de-escalate situations where customers are difficult, irate, and/or distressed
  • Highly organized to manage multiple priorities and work independently, in a fast-paced, high-pressure contact center environment while following standardized procedures.
  • Ability to remain calm, exercise empathy and de-escalate situations where customers are difficult, angry, and/or distressed.
  • Ability to bring innovative thinking to an issue, while working within a prescribed framework.
  • Ability to track/keep records of customer interactions, issues, and complaints to identify trends.
  • Proven ability to work independently and collaboratively within a team.
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