Customer Service Representative

Summary

The Customer Service Representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department.

Responsibilities

• Deliver prompt and professional solutions for customer inquiries via phone, email, online chat, etc.
• Research, prioritize and resolve customer issues in a timely and accurate fashion.
• Maintain documentation of customer inquiries and responses for future reference.
• Direct or route customer calls to appropriate personnel for assistance.
• Handle dissatisfied customers politely and professionally.
• Track and follow up all customer requests promptly.
• Maintain broad knowledge of all company products, services, and promotions.
• Identify and implement a new process plan to improve customer support service.
• Manage a large volume of customer calls in a friendly and courteous manner.
• Provide outstanding customer service.
• Greet and address customers in a friendly and respectful way.
• Maintain procedures and processes for first-level problem determination.
• Work with product and sales teams to address and resolve customer issues efficiently.
• Return customer calls promptly to ensure customer satisfaction.

Requirements

• Excellent customer service skills
• Excellent verbal and written communication skills
• Ability to work in a fast-paced environment
• Professional telephone manner and email etiquette
• Ability to properly use a web browser
• Good problem-solving skills
• Must be a team player
• Good PC & data entry skills
• Strong interpersonal skills
• Requires high school education or general education degree (GED).
• Minimum of one (1) year use of Microsoft Excel and Outlook.
• Minimum of two (2) years of customer service experience.