ABOUT THE OPPORTUNITY:
Responds to customer inquiries by telephone, email, and chat to provide resolution and facilitate order fulfillment. This role enters appropriate data into systems. They will use various software applications including internal and external websites, telephone systems, CRM applications, and other resources. All transactions must be conducted accurately, courteously, and in a timely manner. 
DUTIES AND RESPONSIBILITIES: 
• Resolve all inbound customer inquiries via phone, web, chat & email, promptly to completion.
• Follow all policies and procedures to ensure accuracy and consistency.
• Problem-solve and handle all issues appropriately.
• Ability to meet and exceed all monitoring criteria and utilize feedback for further development.
• Obtain specific information and keep records of all customer communication in the JOT2 note fields.
• Have knowledge of all product lines to be able to efficiently and effectively communicate options and appropriate products to customers.
• Support any sales functions as needed.
• Support company, team, and individual goals.
• Understand and carry out instructions and duties as assigned by Leadership.
• Expected to resolve more complex customer issues.
• Responsible for the overall maintenance and fulfillment of specialized job functions/channels.
• Efficiently and professionally assists other departments in cross-functional support, as needed.
IDEAL CANDIDATE TRAITS:
• Highly motivated and professional with excellent communication skills, confident and goal/deadline oriented.
• Strong computer skills and proficiency in Excel and Word, as well as display competency in our company software and products.
• Customer service experience with strong follow-up skills and attention to detail.
• Willing and able to support the needs of the business (phone support, service emails, web orders, etc.), establish and maintain working relationships with team members and those contacted within the course of the workday.
• Demonstrate strong customer focus and commitment to quality.
• Strong listening skills.
• Demonstrates heightened mentorship and training skills for the development of fellow team members.
KEY MEASURES OF SUCCESS:
• Must be highly detail-orientated to achieve a 99.85% accuracy rate or better for all entered orders. 
• Process 100% of web orders in a timely manner to allow same day shipping SLA’s to be met, as promised in our marketing materials.
• Contribution towards department service level goal of answering each call within 15 seconds 92% of the time or greater. 
• Follows call flow and consistently scores 90% or higher on monitored calls.

REQUIREMENTS:
• High School Diploma or equivalent
• 2-5 years of customer service experience desired. 
• Position is mainly sedentary. Must be able to work in an office environment with a sustained posture in a seated position. Requires attentiveness and computer operation for prolonged periods. Must satisfactorily pass a drug test.