LOCATION: Bowling Green, KY

DEPARTMENT: Customer Solutions

REPORTS TO: CS Supervisor

SUPERVISES: N/A

OVERVIEW

Provide excellent service to our customers by responding to their order concerns, researching customer inquiries, upselling, and making outbound calls as follow-up. Communicate with a variety of audiences, both within and outside the organization.

KEY RESPONSIBILITIES

• Professionally handle inbound customer requests and ensure that issues are resolved both promptly and thoroughly.
• Thoroughly and efficiently gather customer information, access, and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions.
• Provide quality service and support in a variety of areas including, but not limited to, tracking orders, returns, payments, subscription management, and basic troubleshooting.
• Maintain a balance between company policy and customer benefit in decision making.
• Handles issues in the best interest of both the customer and the company.
• The customer service representative will provide information to customers in response to inquiries about products and services, in addition to assisting individuals interested in opening accounts.
• Adapt to changes at work (products, services, policies, etc).
• Adhere to a structured schedule/shift.
• Other duties as assigned.

QUALIFICATIONS / KNOWLEDGE, SKILLS & ABILITIES

• All applicants must be at least 18 years of age.
• A high school diploma or equivalent.
• 6 months of experience in an e-commerce call center or in a retail environment.
• Familiar with keyboard and basic computer skills – including using Windows based programs, navigating the Internet, and willing to learn new technologies.
• Must have reliable transportation.
• Have a pleasant, patient, and friendly attitude. Excellent interpersonal skills and strong telephone etiquette, including the ability to communicate, use decision-making skills and other resources, and resolve conflict in a professional manner.
• Ability to give full attention to what other people are saying and to actively look for ways to help customers.
• Excellent verbal/written skills, English fluency and proficiency, personable over the phone, reliable and able to provide outstanding service.
• Must be able to work in a fast-paced environment and multi-task.

CAREER PATH

Customer Solutions II SR > Executive Resolution > CS Supervisor

DISCLAIMER