Customer Service Representative

Customer Service Representative

The Customer Service Representative serves as the primary point of contact for customers, providing exceptional service and support through phone, email, chat, and other communication channels. This role is responsible for assisting customers with product inquiries, order processing, order status updates, returns, warranty requests, and issue resolution. The ideal candidate is customer-focused, detail-oriented, and thrives in a fast-paced environment while maintaining a positive and professional attitude.

Responsibilities

• Respond to a high volume of inbound customer calls, emails, chats, and correspondence in a professional and timely manner.
• Assist customers with product questions, order placement, order tracking, returns, exchanges, warranties, and general account inquiries.
• Research and resolve customer concerns by identifying solutions and ensuring a positive customer experience.
• Process customer orders, modifications, cancellations, and returns accurately within company systems.
• Maintain detailed records of customer interactions, transactions, and resolutions.
• Collaborate with departments including Sales, Shipping, Logistics, Production, and Quality to address customer needs and resolve issues.
• Communicate shipping updates, delivery information, and order status to customers.
• Escalate complex customer concerns when necessary and follow through to ensure complete resolution.
• Educate customers on available products, features, and services while identifying opportunities to enhance their experience.
• Meet established customer service, quality, productivity, and response-time goals.
• Assist with administrative tasks, reporting, and special projects as assigned.
• Contribute to a positive team environment focused on customer satisfaction and continuous improvement.

Qualifications

• High school diploma or equivalent required.
• Previous customer service, call center, retail, or administrative experience preferred.
• Strong verbal and written communication skills.
• Excellent problem-solving and conflict-resolution abilities.
• Strong computer skills, including Microsoft Office and customer service software.
• Ability to navigate multiple systems while assisting customers.
• Strong attention to detail and organizational skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Professional demeanor with a commitment to delivering outstanding customer service.
• Experience in a call center or high-volume customer service environment.
• Order processing and order management experience.
• Experience working with CRM or ERP systems.
• Ability to build rapport with customers and de-escalate challenging situations.
• Strong teamwork, adaptability, and customer-focused mindset.

Job Details:

• Contract to Hire
• Pay $18- $21 an hour, depending on experience
• Must be able to work a combination of weekdays along with weekends (40 hours a week, will have at least 2 days off a week)

Equal Opportunity Employer/Veterans/Disabled Military connected talent encouraged to apply