Description

Job Title: Customer Service Representative

Reports To: Customer Service Supervisor

Job Overview

Customer Service Representatives are the first line of communication between our company and our customers. The Customer Service Representative is responsible for handling an array of front-facing duties. Some of these tasks include interacting with customers over the phone, in person, and/or via email and social media. Throughout all interactions, Customer Service Representatives must maintain a high level of professionalism and present the organization in the best light possible. Each interaction affects the company’s bottom line in either a positive or negative way, so a great Customer Service Representative must add value to the organization.

Responsibilities and Duties

• Able to think fast, find answers, and respond quickly to customer concerns, all with a polite, empathic, and professional voice and manner
• Follow communication procedures, guidelines and policies
• Follow established phone scripts
• Answer and manage large volumes of incoming calls, emails, chats, and/or interactive voice response systems
• Open and maintain customer accounts by recording account information
• Identify and assess customers' needs to achieve satisfaction
• Resolve customer complaints via phone, email, mail or social media
• Reach out to customers and verify account information
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the correct methods/tools
• Handle customer issues, provide appropriate solutions and alternatives within the time limits and follow up to ensure solution
• Resolve product or service issues by clarifying the customer's complaint; determining the cause of the issue; selecting and explaining the best solution to solve the issue; expediting correction or adjustment; following up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Assist with placement of orders, refunds, or exchanges
• Answer questions about warranties and/or terms of sale
• Advise on company and product information
• Inform customer of deals and promotions
• Up-sell and cross-sell products
• Prepare product or service reports by collecting and analyzing customer information
• Compile reports on overall customer satisfaction
• Work with customer service lead to ensure proper customer service is being delivered
• Go the extra mile to engage customers

Requirements

Qualifications

• High school diploma or equivalent; college degree preferred

• Four years of previous experience in customer support, client services, or a related field

• Strong phone contact handling skills and active listening

• Excellent communication and presentation skills

• Customer orientation and ability to adapt/respond to different types of characters/personalities

• Ability to multi-task, prioritize and manage time effectively

• Basic computer skills and experience with tracking and recording call information, filing documents or updating customer profiles/accounts

• Familiarity with Microsoft Office

• Familiarity with CRM systems and practices