What are the responsibilities and job description for the Customer Service Representative position at Refreshed Tech?
The Customer Service Representative (CSR) is responsible for delivering exceptional customer support in a high-volume, fast-paced call center environment. This role serves as the primary point of contact for customers across multiple channels including phone, email, and chat On-Site at our Corporate office in Ashley, Indiana.
The CSR handles inquiries related to order status, delivery updates, product questions, and issue resolution. This position requires strong communication skills, attention to detail, and the ability to efficiently manage a high volume of interactions while maintaining a positive customer experience.
Essential Duties, Functions and Responsibilities:
The CSR handles inquiries related to order status, delivery updates, product questions, and issue resolution. This position requires strong communication skills, attention to detail, and the ability to efficiently manage a high volume of interactions while maintaining a positive customer experience.
Essential Duties, Functions and Responsibilities:
- Handle inbound and outbound customer interactions via phone, email, and chat.
- Provide accurate information regarding orders, shipments, delivery timelines, and product inquiries.
- Resolve customer issues including delays, damaged items, incorrect shipments, and general service concerns.
- Maintain professionalism and empathy in all customer interactions.
- Track and update customers on order status and delivery progress.
- Coordinate with internal teams (warehouse, logistics, e-commerce) to resolve delivery-related issues.
- Ensure adherence to company policies, customer service standards, and communication guidelines.
- Escalate complex or unresolved issues to Customer Service Lead or Supervisor as needed.
Competencies/Skills/Abilities:
- Excellent interpersonal and customer service skills. Ensure consistent, high-quality customer experience across all communication channels.
- Ability to resolve escalated customer issues with professionalism and urgency.
- Handle inbound and outbound customer interactions via phone, email, and chat formats
- Maintain accurate documentation of customer interactions in CRM systems.Meet or exceed daily and weekly performance metrics, including:
- Call volume and response time
- Average Handle Time (AHT)
- First Contact Resolution (FCR)
- Customer Satisfaction (CSAT)
Required Education and Experience:
- High school diploma or equivalent
- 1 year of customer service or call center experience preferred
- Strong verbal and written communication skills
- Ability to multitask and navigate multiple systems simultaneously
- Comfortable working in a high-volume, fast-paced environment
- Basic computer proficiency (CRM systems, email, chat platforms)
Benefits:
- Full Time 8:00am - 5:00pm
- Health insurance with Company contribution
- Health savings account
- Vision insurance
- Dental insurance
- Company Funded Life insurance
- 401(k) matching
- AD&D insurance
- Disability insurance
- Paid holidays
- Paid time off
- Employee discount
- Employee assistance program
Work Environment:
Work is typically performed at our Corporate office, indoors in an environmentally controlled office environment. There is little to no exposure to extreme environmental conditions and/or job hazards.