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Customer Service Representative - Zipcar 3/27 in Peoria, IL at HGS

Date Posted: 3/10/2018

Job Snapshot

Job Description

Hours of operation: Monday - Sunday 24/7

No resume required


Positively and professionally respond to the client customer and business contacts by answering questions, handling complaints, troubleshooting problems and providing information.


Typically Reports To: Operations Team Leader

Typical Reports:

Principal Duties and Responsibilities:

  1. Identifies complex problems, assesses needs, and/or sells products to consumers and businesses. Diffuses anger, shows empathy, troubleshoots problems, probes, and engages in active listening. Occasionally contacts other departments, clients or outside agencies supplying or seeking information.
  2. Prepares, sorts, tracks and processes consumer/business contacts from various sources (i.e. mail, fax, escalation and cases) utilizing advanced account/program knowledge and experience to meet and exceed client expectations.
  3. Manages assigned cases through resolution.
    • Accurately identifies the needs and appropriate resources to resolve the problem.
    • Ensure responses are completed and databases are accurately updated within established timeframe.
  4. Researches answers from tools provided. Analyzes customer's needs or issues and selects course of action from many alternatives.
  5. Adapts responses to customers with minimal scripting available. Handles a variety of problems, questions, or situations following established criteria. Operates with discretion within defined parameters.
  6. Maintains performance in accordance with departmental and Company guidelines to ensure the highest level of quality to our clients and their customers.
  7. Performs assigned clerical duties to enhance departmental operations.
  8. Attends on-going training meetings to properly update skills and information.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned. In addition to the above, all HGS employees are expected to:

* Promote teamwork and cooperative effort. * Help train and give guidance to other HGS employees. * Maintain a clean, safe, and unobstructed work area, and practice good safety habits. * Provide internal and external customers with the highest quality service.

Job Requirements

  • High school diploma or GED. Some college preferred
  • A minimum of 6 months professional work experience, in customer service or administrative field.
  • Demonstrated ability to work autonomously and be self motivated
  • Strong communication skills
  • Data Entry skills; demonstrated ability to type minimum of 35 wpm
  • Strong PC navigation skills to manage multiple screens simultaneously - both Windows and DOS based applications
  • Demonstrated organization and planning skills
  • Meet minimum benchmarks of Furstperson testing
  • Demonstrated ability to multi-task and adapt to change
  • Strong problem solving skills


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