Customer Service Representative

Description

Are you passionate about helping others and delivering exceptional service? We’re seeking a friendly, detail-oriented individual to provide top-notch support and ensure a seamless customer experience. If you excel at communication and thrive in a fast-paced environment, we’d love to hear from you!

Responsibilities will include answering phones, billing inquiries, and payments, coordinating prospecting activities, and setting personalized reviews.

Will determine eligibility, process orders successfully, and build reliable, trusting relationships with those wishing to move forward with recommended products and services.

ESSENTIAL JOB FUNCTIONS

• Provide exceptional customer service to clients.
• Respond promptly to customer inquiries and resolve issues effectively.
• Maintain accurate customer records and update information as needed.
• Process orders, returns, and exchanges in a timely manner.
• Assist customers with product information and recommendations.
• Upsell products and services to maximize sales opportunities.
• Understand each consumer's needs and tailor unique solutions reinforcing the benefits of our service, product offerings, and enrollment process.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Contribute to team effort by accomplishing office results as needed.
• Building customer loyalty through exceptional listening, consultative relationship building, resourcefulness, and comprehensive knowledge of our client's services
• Communicate with customers with a high level of empathy and sincerity and process orders quickly and efficiently.
• Use provided resources and customer success tactics to identify custom solutions and anticipate customer needs in our commitment to maintaining the first point of contact resolution.
• Meet and exceed performance standards set by Management that include customer survey results, sales rates, quality goals, compliance regulations, and productivity targets.
• Communicate with customers in a proactive and professional manner across multiple channels.
• Respond to questions, provide information, and promote products while meeting our needs.
• Identify the root cause of inquiries by asking probing questions to determine the best solution.
• Maintain required product knowledge to deliver world class service.
• Enter orders including verification of product availability, pricing, and instruction regarding customer shipping requirements. Includes computation of freight charges, which may include making comparisons to provide the customer with the best rate based on order size and shipping location, and order totals.
• Maintain business relationships and provide outstanding and efficient customer service.
• Work closely with inventory and production staff to inform them of customer needs as well as inquire about product availability.
• Relay information to customer as provided by the sales staff or other resources including pricing and general product information.
• Work closely with all departments for prompt shipment of orders.
• Adopt a continuous improvement mindset, focusing on identification of process improvement.
• Handle activities in a timely manner and escalate to management appropriately when issues arise.
• Work with internal teams in a positive and collaborative manner to provide a superior customer experience.
• Manage customer concerns from receipt to resolution.

QUALIFICATIONS

Minimum Education:

• Associate or bachelor’s degree in business, Communications and/or Social Sciences preferred or equivalent work experience.
• 3-5 years of customer service experience and/or training. 

Minimum Skills and Experience:

• Proficient with Microsoft Office Suite, especially Word and Excel.
• Ability to operate general office equipment.
• Knowledge of ecommerce is highly desired.
• Ability to effectively communicate complex information to customers.
• Accurate data entry skills with attention to detail
• Proven ability to meet or exceed sales targets through upselling techniques.
• Outstanding customer service skills with a friendly and professional demeanor
• Demonstrate ability to work with confidential information, strong work ethic, reliability, teamwork, and flexibility.
• Accurate and quick computer typing skills; ability to type 60 words a minute with solid accuracy.
• Strong communication, interpersonal and teamwork skills.
• Skilled in performing detailed work with a high degree of accuracy.
• Ability to establish and maintain effective working relationships with coworkers, mana