kpca
Remote (Virginia Beach, VA, USA)
As a Customer Service Representative at KPCA, you will play a vital role in enhancing customer satisfaction and loyalty. Your efforts will directly contribute to our goal of providing outstanding service, driving a 20% increase in customer retention rates within the first year.
What You'll Do :
Respond promptly to customer inquiries via phone, email, and chat, achieving a response time of under 2 minutes for all channels.
Resolve customer issues effectively, target a first-contact resolution rate of 85%, and ensure a positive experience.
Maintain accurate records of customer interactions in the CRM system, achieving 100% compliance with documentation standards.
Collaborate with cross-functional teams to identify and implement process improvements, aimed at reducing average resolution times by 15%.
Conduct follow-up communications to ensure customer satisfaction and gather feedback, influencing service enhancements.
Track and report on key performance metrics,...
