Customer Service Representative

About the role

Surya is looking for a customer care professional with a passion for creating loyal customers. The Customer Care team processes orders and resolves and responds to customer issues via email and phone contact. We are looking for someone who loves to work within a team to exceed customer expectations and provide reliable, responsive, and resourceful service in every interaction.

Responsibilities

• Handle customer inquiries via email and process orders with exceptional service.
• Answering inquiries timely and accurately to ensure customer receive inquiries with exceptional service.
• Data entry for orders being manually entered into the system and emails to customers answering their requests.
• Provide accurate product and service information.
• Recommend options to customers when they are attempting to cancel.
• Note accounts as appropriate.
• Diffuse upset customers as needed.
• Escalate recurring problems to immediate supervisor.
• Provide supervisor and Customer Care management with process improvement recommendations.
• Gain and excel in knowledge of all Surya products and processes.

Requirements

• Exceptional customer service skills
• Two or more years of experience in customer service
• Demonstrates ability to accurately problem solve
• Enjoys working with others in a team environment
• Exceptional attention to detail is critically important
• Knowledge of Microsoft office products, i.e., Excel, Outlook, Word
• Experience working with order entry and ticketing systems
• Adapts well to change and learning new processes
• Demonstrates the understanding of balancing the needs of the business with customer needs

Preferred Experience

• Some advanced degree work in a related field
• Two or more years of customer phone service
• Experience working on process improvement initiatives