Customer Service Representative (225-823)

As a Customer Service Representative, you will be the face and voice of our organization, tasked with providing exceptional service to our customers. You will handle inquiries effectively and efficiently, ensuring that customers have a positive experience with our company. Your ability to understand and solve issues promptly will be key in maintaining and improving our reputation for excellent customer service. You will need to be proactive in identifying customer needs and offering suitable solutions, while also highlighting additional products and services that may enhance their interaction with our company. Strong communication skills, both verbal and written, are essential, as you will be interacting with a diverse range of people. This position requires a high level of patience, adaptability, and the ability to handle complex situations professionally and empathetically.

Responsibilities

• Respond promptly to customer inquiries received through various communication channels.
• Provide accurate and complete information to customers about products and services.
• Resolve product or service problems by clarifying the customer's complaint.
• Identify and communicate potential improvements to customer service processes.
• Handle complaints, provide appropriate solutions, and follow up to ensure resolution.
• Keep records of customer interactions and transactions in the CRM system.
• Assist in training new customer service representatives as needed.
• Engage with customers to ensure their queries are promptly addressed.
• Upsell or cross-sell products and services based on customer needs and feedback.
• Continuously seek ways to improve customer satisfaction and experience.
• Participate in team meetings and offer suggestions for improvements.
• Collaborate with various departments to address customer needs and issues.

Requirements

• High school diploma or equivalent; a college degree is preferred.
• Proven experience as a customer service representative or a similar role.
• Strong phone contact handling skills and active listening capabilities.
• Familiarity with CRM systems and practices is highly desirable.
• Customer orientation and ability to adapt/respond to different personality types.
• Excellent communication and presentation skills, both verbal and written.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.