GENERAL DESCRIPTION – PURPOSE OF ROLE: The purpose of the role of a customer service representative (CSR) is to serve as the primary point of contact between a company and its customers, providing assistance, support, and solutions to address customer inquiries, concerns, and needs.

Essential Functions:

Essential Duties and responsibilities include the following. Other duties may be assigned.

• Responding to customer inquiries, questions, and requests via phone, email, or in-person interactions. Providing accurate and timely information about products, services, policies, and procedures.
• Assisting customers with resolving issues, concerns, or complaints in a courteous and professional manner. Listening actively to understand customer needs and concerns and offering appropriate solutions or alternatives to address their issues.
• Processing customer orders or service requests accurately and efficiently. Verifying order details, pricing, availability, and delivery options to ensure customer satisfaction.
• Escalating complex issues to higher-level support teams or supervisors as needed.
• Ensuring data accuracy and confidentiality in handling customer information.
• Proactively offering assistance or recommendations to customers to enhance their experience.
• Building and maintaining positive relationships with customers by demonstrating empathy, professionalism, and responsiveness in all interactions. Striving to exceed customer expectations and foster customer loyalty and satisfaction.
• Recording and documenting customer interactions, inquiries, issues, and resolutions accurately and comprehensively. Maintaining thorough and organized records for reference and analysis.
• Adhering to company policies, procedures, and guidelines governing customer service operations. Following established protocols for handling customer inquiries, escalations, and sensitive information to maintain consistency and compliance.

Qualifications and Experience:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Strong customer service skills are essential for success as a CSR. This includes excellent communication skills, both verbal and written, as well as active listening skills to understand customer needs and concerns effectively.
• The ability to empathize with customers, remain calm under pressure, and demonstrate patience and understanding, especially when dealing with challenging or irate customers, is crucial.
• Customer service representatives should possess strong problem-solving skills to effectively address customer issues, troubleshoot problems, and find appropriate solutions or alternatives to meet customer needs.
• The ability to multitask and manage multiple customer inquiries or tasks simultaneously while maintaining accuracy and efficiency is important for customer service representatives, especially in fast-paced environments.
• Customer service representatives often work collaboratively with colleagues, supervisors, and other departments to address customer inquiries, resolve issues, and ensure a positive customer experience. Strong teamwork skills and the ability to collaborate effectively are valuable.

Knowledge, Skills, Abilities:

The successful candidate should:

• Have an understanding of the technology, tools, and systems used for customer interactions, such as CRM software, ticketing systems, chat platforms, and telephony systems.
• Excel in verbal and written communication skills.
• Have strong problem-solving abilities to identify customer issues, analyze root causes, and find appropriate solutions or alternatives to meet customer needs.
• Possess the ability to empathize with customers, understand their emotions, and respond with empathy, patience, and compassion, especially in challenging or sensitive situations.
• Retain skill in resolving conflicts, de-escalating tensions, and handling difficult customers or challenging interactions diplomatically and professionally.
• Have a willingness to learn and adapt to new products, technologies, procedures, or industry developments through ongoing training, coaching, and professional development opportunities.

Education Requirements:

High School diploma or equivalent is required.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit and talk or hear, use hands to finger, grasp, handle, feel or operate objects, tools or controls. The employee is occasionally required to climb, balance, stoop, kneel, crouch, reach with hands and arms, walk; lift push or pull objects up to 20 pounds. Hand-eye coordination necessary to operate computers and various pieces of office equipment. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The noise level in the work environment is usually quiet. May be exposed to dust, fluctuation in inside temperatures and electro-magnetic radiation as in a computer screen.

Job Type: Full-time

Pay: $14.00 - $16.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to Relocate:

• Baxley, GA 31513: Relocate before starting work (Required)

Work Location: In person