Customer Service Representative

XSE Group
Customer Service Representative
Onsite – Middletown, CT
10 am – 7 pm EST, Monday - Friday

About XSE Group

XSE Group is an established nationwide provider of business technology solutions. Our unique integrated structure leverages tremendous buying power, superior global sourcing relationships, and a nationwide network of distribution centers to offer exceptional expertise, value, and service to our clients. We are a national leader in print, copy, scan, and fax supplies and equipment distribution. We have 40 years of business under our belt, and many of our clients have stayed with us for decades. But, we don’t rest on our laurels, and we’re already looking ahead to future transformation.

Growth . Technology . Customer

Three words that guide our vision for continuous evolution. We stay ahead of market shifts and technological innovations to offer clients continuous support for their business technology ecosystems. Our growth plans are as ambitious as we are – new clients, new programs, new products and services – and we need the best and brightest talent to join us on the journey.

Learn more at www.xsegroup.com/careers, or contact us at careers@xsegroup.com with questions.

About the Role

This is an entry level position, ideal for a recent graduate or someone new to the job market who wants to gain real world experience. Successful new hires can advance both within the Customer Success department or through transfers into roles elsewhere in the company.

As an associate in our Customer Success department, you will be responsible for answering 60 calls per day, handling multiple email boxes, and assisting the sales teams. Reporting to the Manager of Customer Success, this role calls for someone who is friendly, self-driven, detail-oriented, empathetic, and can work independently as well as with fellow team members.  You should be comfortable with an ever-changing environment, answering phones, and handling customer complaints.  We value growth, the drive to learn, and someone who wants to provide an experience to customers that is different from others.  You will be joining an experienced, fast-paced team that strives for excellence in providing a service like no other.

Key responsibilities include:

• Support daily sales function by answering phone calls, placing orders both by phone and emails.
• Process return requests, credits and answering all customer service e-mails
• Handle all interaction with common carriers pertaining to delivery discrepancies, i.e. call tag request, reroute of packages, etc.
• Support multiple companies’ daily customer service requests.
• Answer the online Chat support for all websites.
• Assist account managers with bid opportunities and other customer pricing requests.
• Employee must maintain an error rate of less than 0.1% each month.
• Cultivate positive relationship with customers.
• Drive business to the website.
• Participate and improve your understanding and maneuverability in excel, outlook and other Microsoft Office Suite formats.

90-day success expectations include:

• Being able to do 11.75 transactions per hour per day
• Answering 60 phone calls per day
• Having an error rate lower than 0.1%
• Handling multiple types of transaction types for different customers

Job Requirements

• Must be able to read, write, and speak English clearly.
• Proficiency in Microsoft Office with a focus on Excel required
• Professional sounding voice and calm demeanor required.
• Ability and willingness to work onsite five days per week at our Middletown, CT, offices
• Hours are 10 am to 7 pm EST, Monday through Friday
• Demonstrated enthusiasm for and expression of our corporate values:
  • Growth Mindset: you never assume the status quo is best; you see what is possible instead of what isn’t and develop a plan to make it reality
  • Technologically Fluent: you integrate best practice technological solutions into your work to improve productivity; you always want to learn more about the best technology available and can credibly advise others on technological solutions
  • Customer First: you value relationships as the foundation of business; you aspire to exceed expectations in every client interaction; you constantly look for ways to stand out and add value as a business partner

Benefits

• Total annual compensation of $45,000-50,000 depending on experience
• Comprehensive wellness benefits including health, dental, and vision insurance
• Employer-sponsored 401(k) plan and life insurance
• Employee discount programs
• Paid vacation, holiday, and sick time

We are an equal opportunity employer and give consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, disability or protected veteran status.

Salary : $45,000 - $50,000