Customer Service Representative 07J26

The Customer Service Representative (CSR) serves as the frontline communication with customers and is responsible for handling inquiries, resolving complaints, and providing product or service information. As a CSR, you are not only the face of the company but also its voice, ensuring that each interaction meets the highest standards of customer satisfaction. An effective CSR listens with empathy and patience, uses problem-solving skills to address concerns, and ensures that the customer experience reflects positively on the company. Your role will be vital in building and maintaining a strong relationship with our clientele, in addition to gathering valuable insights into customer needs and preferences. The ideal candidate will be courteous, detail-oriented, and eager to provide excellent support to facilitate lasting customer loyalty.

Responsibilities

• Respond promptly and professionally to incoming inquiries via phone, email, or chat.
• Effectively resolve customer complaints by determining the cause of the issue.
• Provide detailed and accurate information regarding the company’s products and services.
• Manage and resolve customer issues and grievances using effective communication skills.
• Document all customer interactions and transactions in the company's CRM system.
• Maintain customer accounts by recording account information accurately and timely.
• Collaborate with team members and departments to ensure customer satisfaction and feedback.
• Identify opportunities to upsell or cross-sell additional products and services to customers.
• Stay updated on product knowledge and changes in company policies and procedures.
• Meet or exceed attendance and performance metrics as established by the department.
• Provide feedback on the efficiency of the customer service process and potential improvements.
• Escalate unresolved issues to the appropriate internal teams as needed for timely resolution.

Requirements

• A high school diploma or equivalent is required to apply for this position.
• Previous experience in customer service or related field is preferred but not essential.
• Strong verbal and written communication skills are essential for success in this role.
• Ability to handle stressful situations with empathy, patience, and professionalism.
• Proficient in using computer systems and applications, such as Microsoft Office.
• Excellent organizational skills with an eye for detail and accuracy in processing information.
• Must be able to work flexible hours, including weekends and holidays, as needed.