Kelly Services Client Service Center Associate in Columbus, Ohio

Job Description

The Client Service Center Associate ensures delivery of excellent customer service through prompt, professional, and accurate account of inquiries, and then provides thorough and clear resolutions. He/she is the first point of customer contact (Tier 1) for general questions (fulfillment issues, functionality, reporting, etc.,) and refers and escalates unresolved issues to designated contacts.

Responsibilities include:

  • Answers phones, voice and electronic mail to respond to customer requests

  • Transfers customer calls to appropriate staff

  • Identifies, documents, researches, and resolves customer issues using the call tracking system

  • Follows-up on customer inquiries not immediately resolved

  • Manages open calls to ensure prompt resolve

  • Recognizes, documents and alerts manager of trends in inquiries

  • Recommends process improvements

  • Creates and reviews documentation, reference material, Frequently Asked Questions, etc.

  • Refers unresolved customer issues to designated departments for further instruction and / or resolve

  • Other duties as assigned

Requirements

Qualifications

  • Previous customer service experience required

  • Bachelor-s degree preferred

  • Excellent communication skills (verbal and written; must be able to communicate with all levels of staff)

  • Superb customer service skills (must have good phone etiquette)

  • Detail orientated (must be able to organize and commit to large amounts of information)

  • Superior listening skills

  • Enjoys problem solving and troubleshooting issues

  • Able to multi-task and manage calls (should be able to field the calls and update the Help Desk ticket simultaneously)

  • Must be able to learn and disseminate new information

  • Computer skills required; proficiency with a keyboard

  • Needs to work in a team atmosphere

  • Ascertain prioritization of inquiries and possess a sense of urgency

  • Ability to learn customer service software applications (familiarity with Contactual call-logging software a plus)

  • Intermediate Excel, Word, and Outlook skills

Why Kelly ® ?

At Kelly Services ® , we work with the best. Our clients include 95 of the Fortune 100 ™ companies, and more than 70,000 hiring managers rely on Kelly annually to access the best talent to drive their business forward. If you only make one career connection today, connect with Kelly.

AboutKelly Services ®

As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2016 was $5.3 billion. Visit kellyservices.com and connect with us on Facebook , LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law. at https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm