Customer Service Representative, Tier 1

About the role

Perform daily customer service functions.

Key Responsibilities

• Provide excellent customer service to customers and partners.
• Aid the department in meeting customer service goals and service level agreements.
• Process incoming orders for the department.
• Track and issue credits for customer returns.
• Answer and manage incoming emails and calls while responding to customer requests and/or complaints professionally.
• Maintain accurate records of customer interactions and service.
• Utilize reference materials to assist and resolve any inquiries.
• Aid the team with projects.
• Maintain the strictest confidentiality and privacy of customer and agency information.

Qualifications

• High School graduate with additional training in customer service or one-year equivalent work experience.
• Two years of experience in customer service, customer support, or a related field.
• Must be proficient with Windows 10 and the Chrome browser and have basic computer skills.
• Able to multitask and use multiple computer programs at the same time.
• Excellent interpersonal skills in dealing with and communicating with customers, vendors, company divisions, co-workers and management, verbally and in writing.
• Demonstrated proficiency with Microsoft Office skills, especially Excel.
• Customer-focused with the ability to actively listen, utilize critical thinking, problem-solving and reading comprehension skills to effectively resolve issues.
• Strong time management and prioritization skills.
• If applicable, demonstrated proficiency in use of Assistive Technology required with either JAWS and/or Zoom Text for visual adaptation.