Customer Service Representative

Purpose of Job

Our growing business is looking for a skilled problem solver to join our team as a Customer Service Representative. The Customer Service Representative is the first point of contact for customers and is responsible for resolving issues and requests reported in a timely and professional manner. We are looking for enthusiastic individuals who can listen to customer service issues and then offer a unique and innovative solution to each problem. The successful candidate for the role will have a strong command of the company's customer service policies and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers.

Job Description

• Answers incoming customer calls over the phone and/or via email and social media regarding billing issues, product problems, service questions, and general client concerns.
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every customer.
• Assist with placement of orders, refunds, or exchanges/adjustments.
• Update customer information in the customer service database during and after each contact.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.
• Contribute to team effort by accomplishing by impacting the company's bottom line by problem-solving and turning frustrated clients into repeat customers.
• The position responsibilities outlined above are in no way to be construed as all-encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.
  
  

Job Requirements

• High School diploma or GED required; Any college is a plus.
• Must be 18 years of age or older.
• 6 months -- 1 year of customer service experience.
• Schedule will include weekends and holidays. Peak season overtime will be required.
• Ability to remain professional and courteous with customers at all times.
• Strong verbal and written communication skills.
• Must have strong computer skills, including but not limited to MS Word and Outlook.
• Good listening skills.
• Ability to form partnership with department and gain intimate knowledge of department operations.
• Detail-oriented, and self-motivated with desire to continuously improve operations.
• Exhibit strong business curiosity and must be willing to explore details to challenge the status quo.
• Ability to work both independently and with a team in a collaborative work environment.
• Ability to treat all information confidentially.
• Typing skills and strong multi-tasking skills
• Adaptable and proactively able to move with change while maintaining a positive attitude.
  
  

Essential Mental & Physical Function

Decisions have major implications on the management and operations of an area within a department. The job may contribute to important strategy, operational, and business decisions that affect the department. This position establishes procedures for attaining specific goals.

Physical Functions: Sitting is required 90% of the time. Walking and standing required 5% of the time respectively.

Supervisor Responsibilities

N/A

Language Skills

Must be able to speak, write, understand and communicate in English.

Work Environment

Standard office cubicle work environment with minimal expose to hazards.

Travel Requirements

Travel is not required for this role.