Customer Service Representative

Resolves standard and occasional non-standard customer inquiries, comments, and concerns by applying a seamless and positive customer experience gained through recurring cycles of on-the-job engagement.

Responsibilities

• Engages with customers in a confident and compelling manner, performing the full range of customer service duties and responsibilities, as assigned.
• Strives to resolve customer concerns in a single interaction via telephone, written, or face-to-face communication.
• Responds to a diverse set of customers with an equal level of confidence regardless of the issue at hand.
• Works independently of support from a senior customer service representative, frequently utilizing the knowledge center to answer customer inquiries.
• Routinely responds to customers with in-depth product knowledge achieved through continuously improving listening, analysis, quality focus, problem-solving, and documentation skills.
• Consistently exceeds results for internal adherence, efficiency, and inquiry timeliness.
• Resolves standard and frequently non-routine, limited-impact customer inquiries, comments, and concerns with minimal escalation consistent with company policies and processes.
• Other duties as assigned or requested.

Requirements

• High School Diploma or GED (required)
• 1-3 years of experience in customer service or a call center environment (required)

Skills

• Applies in-depth product knowledge obtained through ongoing cycles of working with routine and non-routine subject matter.
• Approaches each interaction with superior listening skills, regardless of recurring or routine inquiries.
• Multi-tasks efficiently while ensuring every customer feels prioritized, avoiding a hurried impression.
• Asks effective probing, open-ended, and closed-ended questions to resolve issues conversationally, using verbal clues and system tools to tailor recommendations.
• Masters initial training competencies and demonstrates the ability to learn additional competencies through further training.
• De-escalates challenging customer interactions while delivering necessary information consistent with company policies.

Working Conditions

• Office-based position.
• Travel requirement: 0% - 25%.
• Rarely lifts up to 25 pounds.

Pay

Base pay range: $19.66 – $27.42 per hour. Pay is determined by qualifications, experience, expected contributions, internal peer equity, market, and business considerations. Geographic differentials may apply for certain locations.