Customer Service Representative (225-1013)

As a Customer Service Representative, you will play a pivotal role in ensuring our customers receive exceptional service and support, playing a fundamental role in shaping the customer's experience. You will be responsible for managing inbound and outbound calls, providing product and service information, and resolving any emerging problems that our customer accounts might face with accuracy and efficiency. Your communication skills will enable you to empathize with customers and put them at ease, while your problem-solving skills will ensure a smooth handling of their concerns. We seek a motivated individual who can efficiently manage a large volume of calls while maintaining the highest level of customer satisfaction and who takes pride in their work to drive positive outcomes for both the company and its customers.

Responsibilities

• Handle incoming customer inquiries and identify their needs efficiently.
• Provide accurate, valid, and complete information via phone and email.
• Manage and resolve customer complaints with professionalism and patience.
• Follow up on customer interactions to ensure complete satisfaction.
• Document all call information accurately in the customer service database.
• Maintain a high level of product knowledge to effectively assist customers.
• Process orders, forms, applications, and requests promptly and accurately.
• Collaborate with team members to improve customer service processes.
• Identify and escalate issues to supervisors when necessary for resolution.
• Keep records of customer interactions, comments, and complaints systematically.
• Work closely with other departments to address customer issues holistically.
• Stay updated on product and service changes to offer accurate assistance.

Requirements

• Proven customer support experience or a related customer-focused role.
• Strong phone contact handling skills and active listening abilities.
• Familiarity with CRM software and capable of quick learning.
• Excellent communication and presentation skills; verbal and written.
• Ability to multi-task, prioritize, and manage time effectively.
• High school diploma or equivalent; higher education preferred.
• Problem-solving skills and a keen attention to detail essential.