CSR - Customer Service Representative

Job Description:

This position is responsible for providing exceptional customer service while maximizing productivity within our call center in such a manner that supports the mission, values and standards of the Company and focused on client satisfaction. Primary responsibilities include direct phone-based customer interaction to answer and resolve a wide variety of inquiries.

Responsibilities:

• Answers incoming calls from queue in a professional and courteous manner
• Assists internal and external customers via email
• Service internal and external customers via customer chat channel
• Ensure that customer requests are fulfilled, and questions are answered in an accurate, knowledgeable, and efficient manner
• Transfers callers to the appropriate departments
• Escalate calls to supervisor as warranted
• Enter appropriate comments and notes within policy database
• Foster a team environment by creating and maintaining a positive relationship with peers, customers and business partners
• Consistently meet or exceed performance standards outlined in the Customer Service Department career path

Basic Qualifications:

• High School Diploma or GED Equivalent
• Minimum of 12 months of Customer Services or in a customer facing role

Preferred Qualifications:

• Experience in Call Center and/or Sales, Customer Service
• Ability to operate a computer in a Windows environment
• Ability to successfully coordinate and resolve difficult delivery matters with customers and field contacts
• Skills in handling customer complaints/requests in a calm and refined manner
• Multitasking capabilities that include but are not limited to email, phone, chat, web support
• Ability to reference detailed reports connected to individual and field performance
• Excellent verbal and written communication
• Ability to work successfully within a team environment
• Proficiencies in speaking to frustrated customers on varying topics including product availability, off schedule delivery requests, and minimum order adherence
• Proven ability to work independently with minimal or no supervision

Job Type: Full-time

Language:

• Spanish (Required)

Ability to Commute:

• Winston Salem, NC 27101 (Preferred)

Ability to Relocate:

• Winston Salem, NC 27101: Relocate before starting work (Preferred)

Work Location: In person