Customer Service Representative

• This position is responsible for delivering a superior customer service experience by being a knowledgeable, empathetic, and professional point of contact for Continental Kennel Club customers. This position should have a strong understanding of services, policies, and brand standards in order to represent Continental Kennel Club’s core values to the greatest extent through interactions internally and externally and through work. This position is obligated to handle inquiries and resolve customer concerns while identifying and utilizing revenue opportunities by upselling new and current products and services when appropriate. This position involves clear, professional communication to build trust and rapport with customers. This position may be responsible for accurately entering in data which is essential for maintaining error-free records.

Customer Support

• Engage with customers via phone or in person to provide information about products and services, process orders, cancel accounts, and gather details related to any concerns or complaints
• Verify and follow through on requested changes to ensure each customer issue is properly resolved and accurately updated
• Maintain detailed records of customer interactions and transactions, documenting inquiries, complaints, comments, and the actions taken to address each situation
• Resolve Service or billing concerns by completing tasks such as exchanging merchandise, issuing refunds, or adjusting account charges as needed
• Complete required forms and documentation, including contract forms, change-of-address records, and service discontinuation requests, using computer systems and established procedures

• Active Listening – Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
• Adaptability – The ability to adjust to new conditions, changes, challenges, or expectations with ease and flexibility
• Communication – Delivers clear, respectful, and concise information in both verbal and written form, ensuring customers and coworkers understand expectations and solutions
• Customer Focus – Actively listens to customers, anticipates need, and provides responsive, solution-oriented service that enhances the customer experience
• Decision Making – Use sound judgment to assess situations and solve problems
• Dependability – consistently meets attendance, punctuality, performance, and accuracy expectations while following procedures and commitments
• Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
• Professionalism – Demonstrates respect, composure and integrity in all interactions, representing the company positively and responsibly
• Time Management – Manages workload by prioritizing tasks, meeting deadlines, and handling multiple responsibilities without sacrificing quality

• This position prefers some previous work-related skill, knowledge, or experience within customer service. This position requires strong verbal and written communication skills, basic computer proficiency, strong problem-solving skills, dependability, and a positive attitude. Additional education is a plus.