Customer Service Representative (225-901)

The role of a Customer Service Representative is vital to ensuring a positive interaction between the company and its clients. As the first point of contact, you will be responsible for managing and addressing customer inquiries, complaints, and feedback via various communication channels such as phone, email, and live chat. Your primary goal is to provide exceptional customer service by efficiently resolving issues, providing information about products, services, and policies, and maintaining customer satisfaction. Successful candidates will be personable, patient, and able to handle stressful situations with professionalism. This role offers the opportunity to work in a dynamic environment where excellent communication skills and a passion for helping others are paramount.

Responsibilities

• Respond promptly to customer inquiries through various communication channels.
• Resolve product or service issues by clarifying the customer's complaint.
• Determine the cause of the problem and select the best solution.
• Follow up to ensure that the issue has been resolved satisfactorily.
• Communicate clearly and effectively with external customers and teams.
• Document all customer interactions and maintain accurate customer records.
• Assist with placement of orders, refunds, or exchanges when necessary.
• Provide customers with accurate information regarding products or services.
• Understand and stay updated on company products, services, and policies.
• Contribute to a team effort by accomplishing related results as needed.
• Opportunities to upsell additional products or services to existing customers.
• Meet established service level agreements and customer service benchmarks.

Requirements

• High school diploma or equivalent is required; additional certifications a plus.
• Proven customer support experience or experience as a client service representative.
• Strong phone contact handling skills and active listening capabilities.
• Familiarity with CRM systems and relevant software applications beneficial.
• Excellent communication and presentation skills are crucial for this role.
• Ability to multitask, prioritize, and manage time effectively under pressure.
• Customer orientation and ability to adapt/respond to different types of characters.