Customer Service Representative (225-617)

We are seeking a dedicated and personable Customer Service Representative to join our growing team. In this role, you will be responsible for engaging with our clients, understanding their needs, and offering the assistance or services necessary to ensure a positive, satisfactory experience. Your primary focus will be to provide exceptional service, build client relationships, and ensure customer satisfaction through effective communication and problem-solving skills. You will be an integral part of our customer support team, playing a pivotal role in maintaining our company's reputation for excellence. If you are a proactive individual who enjoys interacting with people and resolving issues efficiently, this role may be a great match for you.

Responsibilities

• Respond promptly to customer inquiries via phone, email, or chat communication channels.
• Identify and assess customers’ needs to provide appropriate solutions or alternatives.
• Handle customer complaints efficiently and with empathy to ensure resolution.
• Build sustainable relationships and trust with customer accounts through open communication.
• Keep detailed records of customer interactions, transactions, comments, and complaints.
• Coordinate with team members and other departments to provide accurate information.
• Provide product or service information to assist customers in making informed decisions.
• Follow communication procedures, guidelines, and policies to maintain service standards.
• Take ownership of customer issues and follow problems through to resolution.
• Maintain a high level of professionalism and patience with all customers.
• Contribute to team effort by accomplishing related results as needed.
• Proactively engage with potential customers to upsell or cross-sell products and services.

Requirements

• High school diploma or equivalent; additional certification in customer service is a plus.
• Proven customer support experience or experience as a client service representative.
• Strong phone contact handling skills and active listening abilities.
• Familiarity with CRM systems and practices, with quick adaptability skills.
• Excellent communication and presentation skills, both verbal and written.
• Ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.
• Customer orientation and ability to adapt/respond to different types of customer personalities.