Customer Service Representative
Overview:
We seek reliable Customer Service Representatives (CSR) experienced in a call center environment. The CSR will act as a liaison, provide information about our services, answer questions, and efficiently resolve emerging customer issues. We aim to maintain high service standards, efficiently respond to customer inquiries, and ensure high customer satisfaction.
Key Characteristics:
Our ideal candidates are genuinely excited to assist customers. They are patient, empathetic, and have strong communication skills. They thrive on problem-solving and are skilled at troubleshooting. CSRs understand the importance of advocating for customers when necessary and are confident in finding solutions when information is lacking.
Reporting:
The Customer Service Representative reports directly to the Customer Service Manager.
Skills and Educational Requirements:
- Experience: Minimum of one year of sales or customer service experience in a call center environment.
- Education: High school diploma or GED.
- Communication: Excellent written and verbal communication skills.
- Technical Proficiency: Proficient in Microsoft Word and customer relationship management (CRM) software.
- Typing Skills: Capable of typing 40 WPM with fewer than three mistakes.
- Professionalism: Able to represent the company courteously and professionally.
- Company Knowledge: Familiar with company structure and key personnel for directing telephone inquiries.
Responsibilities:
- Manage large volumes of incoming phone calls.
- Identify and assess customers’ needs to ensure satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Provide accurate, valid, and complete information using the appropriate methods and tools.
- Meet personal and team targets, as well as call handling quotas.
- Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts, and file documents.
- Follow communication procedures, guidelines, and policies.
- Advocate on behalf of customers' interests with other departments.
- Go the extra mile to engage customers.
- Retain clients and build strong, trusting relationships.
- Understand client needs and identify potential sales opportunities.
- Provide superior customer service and ensure client satisfaction.
- Support sales teams to improve performance and reach targets.
- Develop excellent knowledge and understanding of our business, offerings, competitors, and industry.
Job Type: Full-time
Pay: $20.00 - $22.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Paid time off
Experience level:
Shift:
Weekly day range:
Work setting:
- Call center
- In-person
- Office
Education:
- High school or equivalent (Required)
Experience:
- Customer support: 1 year (Preferred)
Work Location: In person