Data Entry / CSR

Job Summary:

A Customer Service Representative is the primary point of contact for our customers, providing them with exceptional service and support. The role is crucial in ensuring our customers have a positive experience with our company. A CSR addresses inquiries, resolve issues, and assists customers with their needs promptly and professionally.

Duties/Responsibilities:

• Customer Assistance: Respond to customer inquiries via phone, email, or chat in a friendly and efficient manner, addressing questions, concerns, and issues.
• Product Knowledge: Develop a deep understanding of our products/services to provide accurate information and guidance to customers.
• Problem Resolution: Investigate and resolve customer complaints, issues, and inquiries, escalating complex problems to appropriate team members when necessary.
• Order Processing: Assist customers with order placement, tracking, and modifications while ensuring accuracy and timeliness.
• Documentation: Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions.
• Team Collaboration: Collaborate with colleagues and other departments to resolve complex customer issues and improve overall customer experience.
• Other duties assigned

Required Skills/Abilities: 

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to function well in a high-paced and at times stressful environment
• Proficient with CRM systems (e.g., Salesforce) and Microsoft Office Suite (Excel, PowerPoint, Word).
• Excellent communication skills, both verbal and written.
• Strong problem-solving and decision-making abilities.
• Ability to remain calm and professional under pressure.
• Proficient computer skills and familiarity with customer service software systems.
• Positive attitude and a passion for helping people.

Education and Experience:

• High school diploma or equivalent; college degree preferred.
• At least 1 year of relevant customer service experience.

Physical Requirements: 

• Prolonged periods of sitting at a desk and working on a computer remotely.
• Must be able to lift up to 15 pounds at times. 

Competencies

Competencies are the knowledge, skills, abilities, and behaviors that contribute to individual and organizational performance. Knowledge is information developed or learned through experience, study or investigation. Skill is the result of repeatedly applying knowledge or ability.

• Communication-Effective verbal and written communication to interact with colleagues, clients, and stakeholders.
• Organization-Ability to prioritize tasks, manage schedules, and maintain a structured work environment.
• Attention to Detail- Meticulous focus on accuracy and thoroughness in completing tasks.
• Time Management- Efficiently planning and managing one's workload to meet deadlines.
• Adaptability- Flexibility to adjust to changing priorities and situations.
• Problem-Solving- Identifying issues, analyzing options, and finding solutions.
• Technical Proficiency- Expertise in relevant software like Microsoft Office Suite, email systems, and project management tools.
• Customer Service- Providing excellent support and assistance to internal and external clients.
• Confidentiality- Maintaining privacy and discretion when handling sensitive information.
• Multitasking- Effectively managing multiple tasks simultaneously.