Customer Service Representative

JOB SUMMARY 

The Customer Service Agent (CSA ) is responsible for handling inbound customer inquiries into the Customer Service Center (CSC). This will include phone, email and chat response.  The CSA will be assigned to a set schedule based on the company's hours of operation and its specific operational requirements. This schedule ensures that adequate coverage is provided during peak times, while aligning with the needs of the business.

DUTIES AND RESPONSIBILITIES 

• Serve as the primary point of contact for customers addressing their service issues and concerns.
• Foster strong relationships with customers and colleagues by providing friendly, efficient, and effective service.
• Answer customer inquiries via email, chat, or text, and provide general information and assistance regarding products, services, or company policies.
• Promote and educate customers on self-service options.
• Maintain a thorough understanding of the CSC operations to assist customers and resolve problems effectively.
• Identify and resolve product or service issues by clarifying the complaint, determining the cause, explaining the best solution, and following up to ensure satisfaction.
• Quickly and accurately assess individual customer needs and take the appropriate actions to address them, ensuring customer satisfaction. 
• Update customer account information and maintain accurate records to ensure up-to-date data for future reference. 
• Process requests for new customer accounts. 
• Open cases for unsolved customer inquiries. 
• Process customer disputes. 
• Process the closing of customer accounts and initiate refunds when required. 
• Consistently meet or exceed established goals related to productivity, schedule adherence, and quality standards.
• Communicate clearly and effectively with individuals at various levels, both within and outside the organization, to address customer needs.
• Perform additional tasks as required to meet the needs of the CSC and the organization.
• Promote positive customer relations with customers and coworkers. 

 

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

• Excellent phone etiquette. 
• Excellent verbal communication skills. 
• Excellent attendance and punctuality. 
• Enjoy providing prompt and timely service to our customers. 
• Possess strong interpersonal skills and have compassion and empathy for customer situations. 
• Be energetic, self-motivated, and quick-thinking. 
• Ability to work in a team environment or independently while being flexible and open to learning new experiences in a fast‐paced changing environment. 
• Ability to read and comprehend normal instructions, correspondence, and memos. 
• Ability to effectively present information in one‐on‐one situations to customers, and other employees of the organization. 
• Ability to apply common sense understanding to carry out detailed written or oral instructions. 
• Ability to work flexible eight (8) hour shift between 8:00 a.m. to 5:00 p.m. Monday to Friday and 9am-1pm on Saturdays. 
• Flexibility to work remotely or in an office environment as needed.
• Must have a quiet and secure remote working environment.
• Must be able to pass background and drug screenings. 
• Ability to achieve and maintain departmental performance standards. 
• Knowledge of basic computer skills and navigation within the Windows operating system.
• Ability to type at a speed of 40+ words per minute.

PHYSICAL DEMANDS  

• Ability to perform job tasks while adhering to standards outlined by ADA, FMLA, and other relevant laws.
• Consistent and reliable attendance is required for the role.
• The work is primarily sitting but requires the ability to lift up to 10IBS occasionally, and to walk stand, and carry items as needed.
•  The ability to read, record, and interpret written information is necessary. 
• Regular verbal communication and listening skills are essential.
• Daily use of a computer, keyboards, and office equipment, including retrieving and inputting information.
• The work environment requires a quiet noise level. 

SUPERVISORY RESPONSIBILITIES  

This position has no supervisory responsibility. 

Education and/or Experience 

• High school diploma or general education degree (GED) 
• Customer service experience a plus 
• Bilingual Spanish is a plus 
• Bilingual Mandar