Customer Service Representative

Description

Summary:

As a Customer Service Representative in the Customer Service Department, you will be responsible for delivering high-quality customer support through various communication channels, including calls, chats, and case management. Your role will involve addressing customer inquiries, resolving issues promptly, and contributing to the overall success of the customer service team by meeting performance goals and ensuring customer satisfaction. You will work closely with your team members and management to ensure a seamless and positive experience for all customers.

Duties / Responsibilities:

• Provide Direct Customer Support: Handle customer inquiries, issues, and requests via phone, chat, and case management systems, ensuring timely and accurate resolutions.
• Resolve Customer Issues: Diagnose and resolve customer problems efficiently, escalating complex cases when necessary.
• Maintain Service Quality: Adhere to established service standards and procedures to deliver consistent and high-quality support.
• Document Interactions: Accurately record customer interactions and resolutions in the appropriate systems.
• Meet Performance Targets: Achieve individual performance goals, including response times, resolution rates, and customer satisfaction scores.
• Collaborate with Team: Work closely with other team members and departments to provide a seamless customer experience.
• Stay Informed: Keep up to date with company products, services, and procedures to provide accurate and helpful information to customers.
• Utilize Technology Tools: Demonstrate working knowledge of Salesforce, PC and Mac operating systems, and Microsoft Office365 Applications in daily tasks.
• Provide Feedback: Share insights and feedback with management to help improve processes and customer service delivery.
• Contribute to Continuous Improvement: Participate in training sessions and initiatives aimed at improving individual and team performance.
• Perform Additional Tasks: Undertake other tasks as assigned to support the overall objectives of the customer service department.

Qualifications

Requirement Qualifications:

• Associate or bachelor’s Degree  
• 5+ years of Customer Service Experience
• Bilingual English/Spanish

Normal Working Hours and Conditions:  Core business hours are generally 8:00 am – 5:00 pm.  However, this position will require work to be performed outside of normal business hours based on Company operations. 

Physical Requirements:  Primary functions require sufficient physical ability and mobility to work in an office setting including verbally communicating, seeing, and hearing to exchange information and fine coordination including use of a computer keyboard.  Daily physical functions include standing, sitting, and walking for prolonged periods of time and occasionally stooping, bending, kneeling, crouching, reaching, and twisting.  The employee may engage in lifting, carrying, pushing, and pulling light to moderate amounts of weight up to 25 pounds.  The position also requires the operation of office equipment requiring repetitive hand movement.