What Does a 24-7 Intouch Customer Service Representative Do?

24-7 Intouch is a customer service and contact center solutions provider that specializes in providing customer service and technical support to businesses around the world.

A Customer Service Representative at 24-7 Intouch is responsible for providing excellent customer service to customers through various channels such as phone, email, chat, and social media. They must be able to quickly and accurately answer customer inquiries, resolve customer issues, and provide helpful advice. They must also be able to maintain a positive attitude and remain professional at all times.

24-7 Intouch Customer Service Representative Job Duties

A 24-7 Intouch Customer Service Representative typically has a wide range of responsibilities, which can include:

• Provide exceptional customer service to customers via phone, email, and chat
• Respond to customer inquiries in a timely manner, providing accurate information and solutions
• Utilize problem-solving skills to resolve customer issues quickly and efficiently
• Maintain up-to-date knowledge of products and services offered by the company
• Follow established procedures for handling customer complaints and escalations
• Monitor customer feedback and provide insights to management on how to improve customer experience
• Track customer interactions using CRM software
• Identify opportunities to cross-sell and upsell products and services
• Remain current with industry trends and best practices
• Participate in team meetings and training sessions as needed
• Assist other departments when necessary
• Adhere to all company policies and procedures

24-7 Intouch Customer Service Representative Salary

The salary of a Customer Service Representative at 24-7 Intouch is determined by a variety of factors, including the individual’s experience, qualifications, and performance. Additionally, the company’s current budget and the local job market can also influence the salary offered for this position. 24-7 Intouch is committed to offering competitive wages for its employees, and strives to ensure that its Customer Service Representatives are fairly compensated for their work.

• Median Annual Salary: $34,240 ($16.46/hour)
• Top 10% Annual Salary: $45,100 ($21.68/hour)

24-7 Intouch Customer Service Representative Job Requirements

To be hired as a Customer Service Representative at 24-7 Intouch, applicants must have a high school diploma or equivalent. Previous customer service experience is preferred, but not required. Applicants must also have excellent communication and problem-solving skills, as well as the ability to work in a fast-paced environment. Additionally, applicants must be able to type at least 30 words per minute and have basic computer skills. 24-7 Intouch also requires applicants to pass a background check and drug test prior to being hired. Finally, applicants must be willing to work flexible hours, including nights and weekends.

24-7 Intouch Customer Service Representative Skills

24-7 Intouch Customer Service Representative employees need the following skills in order to be successful:

Data Entry: Data entry is the process of entering information into a computer system. As a customer service representative, you may be required to enter customer information, such as names, addresses and phone numbers, into a computer system. This is a necessary skill for customer service representatives, as it allows you to accurately record customer information and ensure customers receive the correct information or products.

Upselling: Upselling is the process of suggesting additional products or services to a customer. For example, if a customer is purchasing a new computer, an intouch customer service representative might suggest a warranty for the computer or a mouse to go with it. This is an important skill for intouch customer service representatives because it can help them increase their company’s revenue.

Patience: As a customer service representative, you may encounter customers who are frustrated or angry. It’s important to remain calm and patient when interacting with customers to help them feel heard and understood. This can help you resolve customer issues and improve your company’s customer service reputation.

Microsoft Office: The ability to use Microsoft Office programs like Word, Excel and PowerPoint is a valuable skill for customer service representatives. This is because most customer service software is built on top of Microsoft Office, so it’s important to be familiar with the software.

Closing Sales: Closing sales is the process of convincing a customer to make a purchase. As a customer service representative, you may be responsible for closing sales. This can include asking questions to determine what the customer needs and then suggesting products or services that may meet their needs.

24-7 Intouch Customer Service Representative Work Environment

24-7 Intouch customer service representatives typically work in a call center environment, taking incoming calls from customers and providing assistance with their inquiries. They may also be required to make outbound calls to customers to follow up on inquiries or to provide additional information. The work environment is usually fast-paced and can be stressful, as customer service representatives must be able to handle a high volume of calls and provide quick and accurate responses to customer inquiries. The hours are usually flexible, with shifts ranging from 8-hour days to 12-hour nights. Overtime may be required during peak times, such as holidays or special promotions.

24-7 Intouch Customer Service Representative Trends

Here are three trends influencing how 24-7 Intouch Customer Service Representative employees work.

Advancements in Self-Service

Self-service technology is becoming increasingly popular in customer service. Customers are now able to access information and services quickly and easily without having to contact a representative. This trend has been driven by the rise of AI chatbots, which can provide customers with answers to their questions or direct them to the right resources.

For 24-7 Intouch Customer Service Representatives, this means that they must be prepared to handle more complex inquiries from customers who have already attempted to solve their problem on their own. They must also be knowledgeable about the self-service options available so that they can help guide customers through the process if needed. Understanding these advancements in self-service will be essential for customer service representatives to stay ahead of the curve and provide the best possible experience for their customers.

Artificial Intelligence (AI) and Machine Learning (ML)

AI and ML are becoming increasingly important for customer service representatives. AI-powered chatbots can provide customers with quick answers to their questions, freeing up time for customer service reps to focus on more complex tasks. Additionally, AI and ML can be used to analyze customer data in order to better understand customer needs and preferences. This allows customer service reps to tailor their responses to each individual customer, providing a more personalized experience.

AI and ML also enable customer service reps to quickly identify trends and patterns in customer behavior, allowing them to anticipate customer needs and proactively address any issues that may arise. By leveraging the power of AI and ML, customer service reps can ensure that they are providing the best possible service to their customers.

Voice Technology

Voice technology is becoming increasingly popular in customer service. Voice-enabled virtual assistants are being used to provide customers with quick and accurate answers to their questions, as well as to help them navigate through the customer service process.

Voice technology also allows customer service representatives to quickly access customer information and respond to inquiries more efficiently. This helps reduce wait times for customers and improves overall customer satisfaction. Additionally, voice technology can be used to automate certain tasks, such as order processing or appointment scheduling, freeing up customer service representatives to focus on more complex issues.

Advancement Prospects

Customer service representatives who demonstrate excellent customer service skills and a commitment to the company may be promoted to a supervisory role. Supervisors are responsible for managing customer service representatives, ensuring that customer service standards are met, and providing feedback to the customer service team. With additional experience, customer service representatives may be promoted to a managerial role, where they are responsible for overseeing the customer service team and developing customer service strategies.

Interview Questions

Here are five common 24-7 Intouch Customer Service Representative interview questions and answers.

1. What is your experience handling difficult customers?

Customer service representatives often have to deal with difficult customers. Employers ask this question to make sure you can handle challenging situations and remain calm. In your answer, explain how you would respond to a customer who is upset or angry. Explain that you would use active listening skills to understand their concerns and find solutions.

Example: “I’ve had to deal with some difficult customers in my previous role as a customer service representative. When I first started the job, I was nervous about handling these types of situations. However, after working there for a while, I learned that it’s best to remain calm and professional when dealing with challenging customers.

If they are being rude or aggressive, I try to stay calm and remind myself that they are just having a bad day. Then, I use active listening techniques to really listen to what they are saying. This helps me better understand their concerns and find ways to resolve them.”

2. When answering a call, what information do you think is important to obtain first?

This question can help the interviewer understand how you prioritize your work and what information is most important to you. Your answer should show that you know how to handle calls effectively, which can be an important part of this role.

Example: “I think it’s important to get the customer’s name first so I can use it throughout the call. This helps me remember who I’m speaking with and makes sure I address them by name when I speak to them later in the conversation. Next, I ask for their phone number so I can look up any account details if needed. Finally, I ask about the nature of their call so I can better prepare myself to solve their problem.”

3. How would you describe your communication skills?

This question can help the interviewer assess your ability to communicate with customers and coworkers. Describe how you use verbal and nonverbal communication, such as body language and tone of voice, to convey information clearly and professionally.

Example: “I have excellent communication skills because I am a people person who enjoys helping others. In my previous role, I was often assigned to answer phones during peak hours when there were more calls than usual. During these times, I used active listening techniques to ensure that I understood what callers needed from me. I also used nonverbal cues like smiling and nodding to show callers that I was paying attention to them.”

4. How would you prioritize multiple tasks at once?

This question can help the interviewer understand how you would handle multiple tasks at once and prioritize them to ensure that customers receive quality service. Use examples from your previous experience in prioritizing tasks, such as customer orders or requests.

Example: “In my last role, I was responsible for handling incoming calls while also monitoring email inboxes and chat windows. In this position, I learned how to manage multiple tasks simultaneously by using a call queue system where I could see which calls were coming in next and prepare accordingly. This helped me stay organized and ensured that I provided quality service to all of my customers.”

5. Are you comfortable working night shifts and weekends?

Working in customer service can often require working nights and weekends. Employers ask this question to make sure you are comfortable with the schedule. If you have experience working night shifts or weekends, share that information. If you don’t, let them know that you would be willing to learn.

Example: “I am very comfortable working night shifts and weekends. In my last job, I worked a rotating weekend shift for six months. It was challenging at first, but I got used to it. Now, I actually prefer working nights and weekends because there is less traffic on the phone lines.”