What are the responsibilities and job description for the Customer Support Representative- Temp position at Merritt Staffing - Stratford?
Popular luxury goods company in Monroe, CT is hiring to cover a leave. Excellent opportunity to join a thriving organization!
Position Objective
Provide outstanding customer support across all product divisions by managing inquiries through multiple communication channels. Ensure a premium service experience that reflects the brand’s values and drives the highest levels of customer satisfaction.
Primary Responsibilities
- Provide exceptional, world class, after-sales support for customers.
- Deliver prompt and effective support on all customer inquiries related to products, online orders, and repairs - across phone, live chat, and email channels.
- Efficiently manage high volumes of customer orders and inbound communications across all stages of the order fulfillment lifecycle.
- Consistently meet or exceed customer satisfaction goals and performance metrics.
- Communicate and uphold company policies and standards with tact and professionalism.
- Independently resolve complex, time-sensitive issues with minimal supervision.
- Use discretion and critical thinking to assess whether escalation is required for advanced negotiation or management intervention.
- Resolve order discrepancies, pricing issues, and errors promptly and professionally.
- Perform critical validation checks at key stages from order placement to invoicing to ensure accuracy and compliance.
- Accurately enter and maintain detailed data in accordance with company standards.
- Collaborate with internal and external repair centers to optimize service turnaround times.
- Contribute to process improvement initiatives and assist in documentation for training and cross-training purposes.
- Make informed decisions regarding shipping, pricing, and allocations to enhance customer experience.
- Participate in internal and external meetings, providing valuable insights and constructive feedback.
- Maintain up-to-date product knowledge and stay informed on industry trends.
Qualifications & Skills
- Prior experience in customer support or related field preferred.
- Experience with phone queues and case management systems (Salesforce preferred).
- Exceptional verbal and written communication skills.
- Strong interpersonal skills including empathy, patience, and active listening.
- Ability to multitask effectively in a fast-paced, team-oriented environment.
- High attention to detail and accuracy.
- Excellent time management and organizational skills.
- Proficient in Microsoft Office; prior experience with SAP or ERP systems preferred.
- Demonstrate initiative and follow-through on tasks and responsibilities.
- Flexibility to work outside standard business hours, including weekends, as needed.