. Overview
The Customer Service Representative is responsible for receiving calls from new and existing Customers in accordance with Standard Operating Procedures and contractual obligations; categorizing all calls received in one of the categories provided; record any abusive and/or extraordinary calls; and be responsible for other duties as assigned.
Responsibilities
- Process all orders received via inbound call with strong attention to detail and order accuracy is imperative.
- Follow policies and procedures to ensure quality consistency with every customer contact.
- Manage and solve all shipping, finance, quality, products, order logistics, inquiries requiring investigation, trouble shooting, and problem solving efficiently and professionally.
- Assist with inquiries and follow up via Service Console ticketing system as assigned. Participate in all product training sessions; as well as additional training sessions related to policies and procedures.
- Gather and communicate all pertinent information regarding claims or investigations to appropriate departments via ticketing system and email to ensure that the customer’s needs are met and exceeded.
- Proactively promote featured products and special promotions.
- Conduct outbound calls as required to ensure effective communication with customers as needed.
- Assist team members and colleagues as needed.
- Performs additional duties and tasks as assigned by direct Manager.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Qualifications
Education/credentials
- Must be a US Citizen and reside in the continental United States
- Previous experience as a Customer Representative or in a similar role is preferred
- Basic knowledge of Microsoft Office
- Familiarity with Customer Relationship Management (CRM) programs
- High School Diploma or equivalent required
- 1+ years of customer service experience, effective communication skills both orally and in writing
- You are technically savvy and able to learn new systems and processes quickly
Job-related experience
- Customarily has at least one or more years of collections experience
Job-Type
- Remote
Job-related skills/competencies
- At least six months working in a service or sales environment
- Ability to work in a fast-paced environment
- Ability to multitask and use effective time management
- Possess strong oral and written communications skills
- Exhibit excellent Interpersonal skills using tact, patience and courtesy
- At least one year prior experience in an area of service delivery, customer service
- The ability to work independently and as part of a team
- The ability to prioritize tasks, work within timeframes and meet deadlines, while being self-motivated, detailed and organized
- Excellent phone and verbal communication skills
Benefits
Pay offered to a successful candidate will be based on several factors including the candidate's education, Previous work experience, specific job duties, certifications, etc.
- 401(k) Retirement Plan
- Medical, Vision, Prescription, Telehealth, & Dental Plans
- Life & Disability Insurance
- Paid Time Off & Extended Illness Days Offered
- Commuter Benefits
- Employee Discounts
This job requires access to confidential and critical information, requiring ongoing discretion and secure information management.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.