Description

Hours - 9:30 am to 6:00 PM MST 

The Customer Service Representative attracts and retains customers by answering product and service questions; providing information about products and services; guiding customers through the custom label selection and order process, identifying the source of customer concerns, and addressing customer concerns to ensure customer loyalty.

Scope of Job

The position requires knowledge of commonly-used customer service concepts, practices and procedures. The CSR relies on instructions and pre-established guidelines to perform the functions of the job. They work under supervision, but often independently with select customers. The objective is to ensure excellent service standards and promote customer loyalty.

Primary Responsibilities 

· Manage incoming contacts and, when appropriate, initiate customer contact via phone, email, and other methods.

· Greet customers warmly and ascertain reason for the contact.

· Provide accurate, valid and complete information by using the right procedures, guidelines, information systems, and resources.

· Build sustainable relationships through open and interactive communication.

· Guide customers in initiating and maintaining customer accounts and orders.

· Contribute to quick resolution of product or service concerns by actively listening, gathering relevant information about the problem, escalating the concern to the appropriate team leader if needed, and communicating to the customer the proposed resolution.

· Identify and assess customers’ needs to achieve customer satisfaction.

· Provide relevant and appropriate company information.

· Contribute, as needed, to team effort by accomplishing related objectives.

· Recommend potential products or services to management based upon customer input.

· Process/monitor orders from ticket creation, through proofing and sending the order to production.

Requirements

Required Skills and Experience

· Demonstrated customer support experience.

· Excellent communication and active listening skills .

· Customer orientation and ability to adapt/respond to different types of personalities.

· Information technology user literacy: desktop computing and applications (especially Apple OSX-related tools), accessing and using databases.

· Ability to multi-task, prioritize and manage time effectively and efficiently.

· Willingness to learn the custom product label printing business.

· Ability to work effectively in a remote, home-based office environment.

Customer service representative proficiencies:

· Business Oriented

· Active Listening and Questioning Skills

· Quality Focus

· Problem Solving

· Positive Attitude

· Attention to Detail

· People Oriented

· Market and Product Knowledge

· Phone and Electronic Communication (email, chat) Skills

· Resolving Conflict

· Multitasking

· Patience

· Organizational Skills

· Adaptability

· Ability to Work Under Pressure

· Desktop computing skills