Summary

The Customer Service Representative is accountable to provide prompt problem resolution and troubleshooting to all customers and provide responses throughout all customer channels. He/she is responsible to assist customers in real time, while working very closely with internal members of Operations & Finance to ensure high levels of customer satisfaction always.

Duties/Responsibilities:

• Provide and process information in response to inquiries, concerns, and requests about products and services in a friendly & helpful voice that provides quality service and support.
• Responding to email requests from new, existing, and potential customers in a concise, polite, and personalized manner, with accurate grammar.
• Communicating with processing partners about customer orders as needed.
• Maintaining database records of order changes, contact history, etc.
• Skillfully assist and retain customers through positive customer relationship building.
• Provide product information and advice to customers when needed.
• Able to work and understand order workflow and processes on ticketing support and other system platforms.

Competencies:

• Strong written and verbal communication
• Prioritize and manage actions to meet changing deadlines and requirements within a high volume.
• Commitment to produce outcomes without direction and capable of finding necessary resources.
• Customer service oriented and solution focused in a fast-paced environment.
• Coping/Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach are required.

Qualifications / Skills

• Previous customer service experience in a fast-paced environment (2 years highly preferred)
• Savvy of Microsoft Outlook email, and prior knowledge of any customer support and web systems is a plus
• Professional phone / email etiquette
• Excellent multi-tasking and problem-solving skills and must be detail oriented.
• Confident, outgoing, and self-motivated
• Strong written and verbal English / Spanish communication skills
• Candidates should be reliable, motivated, eager to learn, & a team player.
• Must be able to pass drug test and background screen.
• Must have legal status in the US

Working Conditions

• The employee must occasionally lift and/or move up to 25 pounds. Evening and/or weekend work may be necessary to meet deadlines. This description outlines the basic tasks and requirements for the position noted. It is not a comprehensive listing of all job duties.