Customer Service Representative

Customer Service Representative - Job Description
High Volume Inbound Support Line
Hours of Operations 8:00am – 5pm Monday-Friday (No weekends)
Location: Maplewood, Minnesota
Mission: Create a positive, memorable customer experience during every customer interaction by researching inquiries and determining the best resource to resolve the issue.
The 3M Helps Group is a Triage Center which combines the Product Information Center (PIC), 3M.com Support and Corporate Switchboard agents. The main function of 3M Helps is to route phone calls, emails and live chats to the person or division that can best assist the inquirer. Combined, these teams average over 6000 customer contacts per week.
Agents may handle up to 80-90 inbound calls per shift supporting all of 3M’s Divisions and their products and services. These calls include, but are not limited to, product inquiries and recommendations, technical and customer support issues, ‘where to buy’, pricing, complaints and non-product specific questions which can be about anything that 3M may be involved with (sponsorships, donations, company history, etc.). Agents utilize appropriate resources, systems, tools and databases to research customer inquiries. Accurately captures required customer information and issues. Documents the details of the inquiry using appropriate applications in an expedient and timely manner. Transfers callers to the appropriate Division/Individual. When appropriate, resolve issues on First Call basis.
Duties may include live chat and internet response system (email).
Attends training sessions, group meetings, and participates in team training that enhances the quality and efficiency of service delivery. Develops a working knowledge of products, technologies, corporate programs and services.
Requirements:
- Excellent written and verbal communication
- Intermediate computer skills (Internet Explorer, Outlook, Google, Microsoft Office Suite)
- Types minimum 35 wpm, prefer 45wpm+
- 1 year, or more Customer Service experience in a call center
- Ability to Multi-task
- Adaptability: Take on new tasks on short notice
- Ability to navigate multiple applications and systems
Preferred:
- Two+ years of heavy inbound call volume (70+ calls per day) call center experience
- Experience with live chat and internet response system (email).

Internet Explorer, Outlook, Google, Microsoft Office Suite

Immediate interview