Customer Service Representative

About the role

Deliver excellent customer service and professionalism to all customers via telephone, email, and web-based support.

Responsibilities

• Answer or initiate calls to customers to understand and address inquiries, concerns, or issues related to products or services
• Respond promptly and accurately, offering clear solutions while ensuring customers feel supported and valued
• Handle and resolve customer questions and concerns within established guidelines
• Manage both inbound and outbound customer calls
• PRACTICE active listening, confirming and clarifying information as needed, while DE-ESCALATING challenging situations
• BUILD rapport with customers and FOSTER strong working relationships with team members based on TRUST and RELIABILITY
• USE job-related systems, databases, scripts, and tools effectively to address a wide range of customer topics
• MET or EXCEED performance and service metrics while MAINTAINING high-quality, consistent customer interactions
• ASESS customer needs and RECOMMEND appropriate products or services that ALIGN with those needs
• PARTICIPATE in training and PROFESSIONAL development opportunities to ENHANCE knowledge of products, services, and processes
• MAINTAIN a POSITIVE attitude and CONTRIBUTE to a COLLABORATIVE, team-oriented environment
• PERFORM additional duties as ASSIGNED by management

Requirements

• 2+ years of experience in a high-volume customer service environment, preferably within a call center
• High school diploma or GED equivalent
• Ability to identify and implement solutions to a variety of customer concerns
• CAPABLE of working in a FAST-PACED environment, meeting DEADLINES, and performing UNDER pressure
• Strong ORGANIZATIONAL and RECORD-KEEPING abilities
• EFFECTIVE verbal and written COMMUNICATION skills when INTERACTING with customers and colleagues
• BASIC proficiency in MICROSOFT OUTLOOK, WORD, and EXCEL
• Strong PROBLEM-SOLVING skills
• EXCELLENT data entry ACCURACY and SPEED

Qualifications

Knowledge, Skills, and Competencies

• Knowledge of customer service principles and practices
• Technical skills in using customer service software and tools
• Ability to work independently and as part of a team
• Strong interpersonal and communication skills
• Problem-solving and decision-making skills
• Time management and organization skills

Skills

• Customer service skills
• Technical skills in customer service software and tools
• Interpersonal and communication skills
• Problem-solving and decision-making skills
• Time management and organization skills

Benefits

N/A

Pay

USD19.5 - USD19.5 per hour

Schedule

N/A