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Customer Service Representative

Customer-service-representatives (CSR’s) are the front-line of customer care for an expanding client base in a fast-paced environment. The CSR delights our clients by answering product and service questions, diagnosing (triaging) service issues, and preparing (service) orders and related correspondence to create the highest levels of customer satisfaction and workplace efficiency. Must be able to work well with others or alone. The ideal candidate will have a high-school diploma or equivalent, and ideally some experience in a call-center setting (though personal customer service experience is also acceptable). Has knowledge of commonly used concepts, practices, and procedures for serving customers, or the ability to learn such processes and procedures. Works under immediate supervision of call-center manager, supervisor, or team leader. Basic Microsoft office skills are a plus. We offer competitive pay, competitive health insurance, paid vacations, paid holidays, and a company sponsored retirement plan. Non-smoking facility.

Requirements:

  • 21 Years of age or older
  • Valid driver’s license
  • Drug test/ background check
  • Able to work 8-5 weekly (Monday-Friday), flexibility a plus
  • Proven customer support experience – a must
  • Strong phone contact handling skills and active listening – a must
  • Familiar with CRM (or other computer-based logging) systems and practices – a must
  • Customer orientation and ability to adapt/respond to different types of situations
  • Excellent communication skills – a must
  • Ability to multi-task, prioritize and manage time effectively
  • High school diploma or equivalent; college degree preferred

Tasks:

  • Open and maintain customer accounts by recording account information
  • Resolve product or service problems by clarifying the customer’s complaint or issue; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Contribute to team effort by accomplishing related results as needed
  • Manage large amounts of incoming calls
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/team call handling quotas
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Go the extra mile to engage customers
  • Resolve customer complaints via phone, email, mail or social media (as appropriate)
  • Use telephones to reach out to customers and verify service needs
  • Greet customers warmly and ascertain problem or reason for calling
  • Advise on company information
  • Answer questions about warranties
  • Suggest solutions when a product malfunctions
  • Utilize computer/phone technology to handle high call volumes
  • Work with company service manager to ensure proper customer service is being delivered
  • Close out or open call records
  • Compile reports on overall customer satisfaction
  • Read from scripts or interpret script from in-house procedures or guidelines

Top Skills:

  • Customer Service
  • Quality Focus
  • Documentation Skills
  • Listening Skills
  • Phone Skills
  • Resolving Conflict
  • Multitask
  • Patience
  • Negotiation
  • Positive Attitude
  • Attention to Detail
  • People Oriented
  • Analysis
  • Problem Solving
  • Organizational Skills
  • Adaptability
  • Ability to Work Under Pressure
  • Computer Skills