Customer Service Representative - Phones and Chat

About the role

We’re iPostal1, an established, cutting-edge leader in the digital mailbox industry headquartered in Rockland County, N.Y. Our customer base is rapidly growing, and we’re looking for confident, upbeat, and personable Customer Service professionals to support this growth in our Montebello, NY location. This is an in-office role; remote work is not available.

If you enjoy assisting customers and want to build a career in customer service, this could be a great opportunity for you. You should be comfortable supporting customers via phone, chat, and email, with excellent verbal and written communication skills, the ability to think on your feet, and a positive, team-oriented attitude.

Responsibilities

• Answer inbound calls from customers in a prompt and professional manner
• Identify the type of assistance needed
• Ascertain the level of assistance required to resolve inquiries and escalate when appropriate
• Deliver information in a positive, conversational, and compassionate manner to build client relationships
• Manage customer expectations
• Actively engage customers in online chat
• Provide mail support to the Mail Center Manager, including mail sorting, digital uploading, and dispensing
• Handle additional duties as assigned, such as escalations, team supervision, analytics, and reporting

Requirements

• Active listening skills
• Results-oriented mindset
• Strong work ethic
• Excellent verbal and written communication skills
• Previous experience in a customer service-oriented role