Customer Service Representative

Body Art Alliance (BAA), a family of leading brands and companies that design, manufacture and market the widest variety of tattoo supplies, piercing supplies, body jewelry and permanent makeup (PMU). This alliance was formed with the purpose of better serving our employees and clients through education, best practices, innovation, research and development, as well as superior customer service. We are thrilled about the new opportunities that our alliance will create for our employees, artists, partners, distributors and customers!    

ROLE:  

The Customer Service Representative (CSR) will interact with the Company’s customers by addressing inquiries and resolving complaints. 

ESSENTIAL FUNCTIONS: 

• Managing incoming calls and customer service inquiries. 
• Generating sales leads that develop into new customers. 
• Build sustainable relationships and trust with customer accounts through open and interactive communication. 
• Identifying and assessing customers’ needs to achieve satisfaction. 
• Updates customers with information on products or services.  
• Collects and enters orders for new or additional products or services.  
• Fields customer questions and complaints; when the issue requires escalation, the CSR will forward the issue to the assigned specialist or other appropriate staff.  
• Ensures that appropriate actions are taken to resolve customers problems and concerns.  
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints and comments.  
• Follows communication procedures, guidelines and policies 
• Performs other related duties as assigned. 

SKILLS: 

• Excellent communication skills, including active listening.  
• Service-oriented and able to resolve customer grievances. 
• Ability to maintain a calm and professional demeanor under pressure.  
• Proficient computer skills in the MS Office suite including excel with the ability to learn new software.

KEY PERFORMANCE INDICATORS (KPI): 

• Meet or exceed expected service volumes and quality levels. 
• Identify gaps/inefficiencies and take corrective action.  
• The application of time management skills and the proven ability to meet deadlines. 
• The cultivation of Interpersonal relationships, building and maintaining strong lines of communication with external customers, as well as strong team relationships. 

QUALIFICATIONS AND EDUCATION REQUIREMENTS: 

• High school diploma or equivalent.  
• Proven customer support experience or experience as a client service representative. 
• Track record of over-achieving quota. 
• Strong phone contact handling skills and active listening. 
• Familiarity with CRM systems and practices. 
• Ability to multi-task, prioritize, and manage time effectively. 

PHYSICAL REQUIREMENTS: 

• Prolonged periods of sitting at a desk and working on a computer. 
• Must be able to lift up to 15 pounds if needed.