Customer Service Representative

Job Title

PRIMARY RESPONSIBILITIES:

• Follow established processes and systems to ensure that customer care standards are met or exceeded for every customer contact.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Develop a strong knowledge of our product portfolio and procedures.
• Demonstrate 100% follow-through in every commitment in an effort to provide one-call resolution.
• Effectively communicate additional promotions and services we offer.
• Process customer orders in a courteous, efficient, timely manner with minimal errors.
• Properly document customer complaints and concerns immediately and facilitate satisfactory resolution.
• Communicate effectively with leaders, including the customer service supervisor & manager. Communications include updating them regularly to guarantee customer expectations are met, and any problems or issues are addressed in a timely and professional manner.
• Regularly attend and participate in team meetings.
• Participate in ongoing training and development to improve the knowledge and skills required to better serve our customers.
• Other duties as assigned by manager.

SPECIFIC DUTIES:

• Provide quality customer service by answering incoming customer calls and entering orders, responding to customer questions/concerns.
• Communicate with customers through various channels (phone, email, chat).
• Effectively communicate additional promotions and services we offer.
• Engage with clients in a friendly and professional manner while actively listening to their concerns.
• Offer support and solutions to customers in accordance with the company's customer service policies.
• Identify customer questions, complaints, concerns, and respectfully and professionally provide sufficient answers and solutions to all customer queries.
• Redirect customers to appropriate departments and teams when necessary and follow up with callers on complaint/question status, ensuring resolution.
• Collaborate with team members and other company departments to ensure overall customer and product satisfaction.