Customer Service Rep (Remote Eligible)
Reporting to the Customer Service Supervisor, the Customer Service Rep should have exceptional interaction with customers to provide information in response to inquiries about products or services, as well as professional management and resolution of customer complaints.
Responsibilities and Duties:
Communicate with customers via email, over the phone or face to face. Listen to customer needs, identify issues quickly, and act to assist in a prompt, courteous, professional manner. Advise the designated supervisor of all serious complaints and incidents before they escalate. Strive to provide every customer with an extraordinary experience. Assist in developing and training new and current team members. Maintain a follow up to the initial customer complaint. Ensure the situation has been resolved in the most amicable way.
Evaluate customer needs and guide customers to solutions that fit those needs. Sustain updated procedures for handling all aspects of customer complaints or disputes. Provide a constant and accurate daily account of incoming calls as well as a daily completion of customer service records via SalesForce. Exercise and promote teamwork, supporting the objectives and policies of the Customer Service Team. Extend a good personal example of attitude and performance. Submit recommendations to enhance customer experience and satisfaction. Encourage and support valuable, supportive flow of communication with company team members. Perform clerical duties, maintain customer service files, gather data, produce reports, and administer correspondence as requested by management.
Learn and understand our brands, products, and customer base. Create and achieve performance goals in line with the company’s goals. Maintain work areas and equipment conditions to uphold the corporate safety standards. Perform various general clerical duties; maintain various files and data; produce reports and correspondence for the designated supervisor and the e-Business Sale and Operations group.
Practice and promote teamwork at all times. Set a good personal example of attitude and performance. Cross-train in other functional areas of the e-Business Operations. Maintain a good flow of communication with all the office personnel. Maintain all working area conditions and equipment to ensure they are within corporate standards for cleanliness, proper maintenance and safety. Advise the designated supervisor and Facilities of all breakdowns and maintenance needs immediately. Essential Skills and Experience: Knowledge of customer service ethics, principles, and procedures. Strong customer orientation. Excellent interpersonal and communication skills. “Can do” positive attitude and strong sense of customer empathy. High performer, strong team player. Thorough customer service follow-up initiatives. Solid time management, organization, and multi-tasking ability. Commitment to company values. Attentive to details. Proficient in Microsoft Word, Excel, and Outlook. Strong computer skills including in-depth knowledge of the internet. Ability to make decisions to ensure customer satisfaction, and to escalate situations when needed. Self-motivated with ability to summarize data and identify trends. Educational Requirements and Qualifications: High School Diploma or GED preferred and a minimum of one (1) to three (3) years of experience in customer service.
** According to Glassdoor, this role gets paid an estimated $35,203 per year.