Customer Service Representative

Title: Customer Service Representative (CSR)


Location: Portland, OR (onsite role)


General Summary: As a Customer Service Representative (CSR) at Smith Optics, you'll be the vital link connecting our brand with our valued customers. Your mission? Delivering prompt and precise responses to customer inquiries via email and chat. You'll be the champion of the exceptional Smith Optics experience, ensuring every interaction reflects the quality and care our customers deserve.

Essential Job Functions:

• Engage swiftly and courteously : Address customer inquiries through chats and emails with professionalism and warmth.
• Resolve with excellence: Investigate and resolve customer questions efficiently, always maintaining our high standard of care.
• Problem-solve with finesse : Utilize effective problem-solving skills to deliver the right solutions while ensuring a positive customer experience.
• Master our products : Become a SMITH Optics product expert, deeply understanding the performance and technical features of SMITH Optics product lines. Learn and strive to gain new knowledge about our products & industry.
• Decide and guide : Make informed decisions and confidently walk customers through solutions, fostering positive and lasting relationships. Be an active listener who can show empathy and patience in a non-scripted environment.
• Achieve excellence : Meet department goals and KPIs related to customer service, continually striving for improvement.
• Collaborate and prioritize : Be a team player, assisting fellow Customer Service Representatives as needed, always putting the customer's needs first.
• Adapt and assist : Take on additional duties as required, showcasing flexibility and commitment to our mission.

Knowledge, Skills & Abilities:

• Your knack for clear communication, organization, and efficient time management is vital.
• You effortlessly build rapport with customers and colleagues alike.
• Ability to handle multiple tasks simultaneously and prioritize them effectively.
• You're self-motivated, reliable, and thrive in an independent work environment.
• Experience with Microsoft Suite is essential.
• Familiarity with and customer experience ticketing solutions & live chat platforms is highly recommended.

Education & Experience:

• 1-2 years Customer service experience required.
• Call center experience required (chat and email)
• English speaking, writing, reading required
• Multilingual desired but not required (French, Spanish)

Location: Portland, OR (onsite)