Customer Service Representative

About the role

The Customer Service Representative is responsible for entering orders and assisting customers across phones, chat, and email. Typical activities are the receiving of calls from Customers who may be inquiring about product related questions and issues. The Representative will be directly responsible for guiding and assisting all customers. The Representative should focus on following guidelines, using their time effectively and following-up with Customers in a timely manner.

Responsibilities

• Enter Orders: Manually process customer orders in a timely manner with minimal to zero errors.
• Phone Calls: Answering customer calls and assisting with any scenario presented.
• Live Chat: Manage customer inquiries via the live chat messaging channel.
• One Touch Resolutions: Ensure all customers are assisted in the fewest number of interactions with the overall goal being one-touch.
• Report Processing: Run reporting to proactively process customer orders that are on hold.
• Demonstrate excellent customer service skills in resolving customer complaints and questions.
• Practice and ensure compliance with company policies and procedures.
• Thoroughly understand the Customer Relations manual.
• Maintain a professional and positive attitude.

Qualifications

• 2+ years' meaningful work experience preferred.
• Strong written and verbal communication skills with ability to communicate across all levels of the organization.
• Ability to identify business critical issues quickly and navigate priorities based on last minute changes.
• Must be well organized, detail-oriented and have excellent time-management skills.
• Display a high level of integrity and professionalism.
• Microsoft Office 365 Suite, especially Teams and Outlook experience is a plus.
• Ability to handle a fast-paced call center environment.
• Ability to be flexible and adaptable as this position often requires multi-tasking.
• OJT for about 2 weeks.
• 80% of the day is keying orders into ERP system. Then start to support customer emails and taking on customer calls. Over time they will learn how to answer questions regarding products.

Must Haves

• 2+ years' meaningful work experience preferred - customer service, retail, but has to be customer facing.
• 1 year Microsoft Office 365 Suite, especially Teams and Outlook experience is a plus.

Nice To Have

• Perfect candidate has a strong work ethic, critically think, ask a lot of questions, and take on more.
• 6 month-1 year data entry skills or able to pick up quickly and fast.