Customer Service Representative

Remote Customer Service Representative - Must Live in Palm Bay, Florida Provide customer support to consumers via telephone and/or Internet, e.g., instant message, email. Handle customer inquiries and resolve simple and basic support issues, such as address changes, processing orders, warranty or billing/payment. For product or service-related issues, will move customer to appropriate Product Support Specialist. Job Description GENERAL DUTIES & RESPONSIBILITIES * Provides customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to proper Product Support department. * Processes a high volume of consumer inquiries of our products and services and resolves a targeted percentage of those inquiries. * Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve customer problems. * When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge. * Tracks and documents inbound support requests and ensures proper notation of customer problems or issues. * Updates customer information and ensures accurate entry of contact information. * Meets standards of job, such as quality standards, adherence to schedule and average handle time. * May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer. * Other related duties assigned as needed. EDUCATION REQUIREMENTS High school diploma or GED GENERAL KNOWLEDGE, SKILLS & ABILITIES * Knowledge of the company's products, services and business operations to enable resolution of customer inquiries * Excellent customer service skills that build high levels of customer satisfaction * Excellent verbal and written communication skills * Computer navigation and operation skills * Demonstrates effective people skills and sensitivities when dealing with others * Ability to work both independently and in a team environment