Customer Service Representative

We are looking for skilled Customer Service Representatives to work in our Edison, NJ office.

Job Position Title: Customer Service Representative

Department: Customer Service

Facility Location: Edison, NJ

Shift Type: Full-time, Day

Work Shift: Monday-Thursday 9:00am-6:00pm, Friday 9:00am-4:00pm (hours may vary)

Total Weekly Hours: 40

FLSA Status: Non-Exempt, Hourly

Position Overview:


The Customer Service Representativeposition involves connecting people with the top of the line equipment and assisting them in choosing the right cameras, camera equipment, and audio systems to match their experience. The Customer Service Representative provides technical support, customer service and support to customers via email, phone and live chat. This includes warranty and post warranty activities. This position reports to the Director of Customer Service and Technical Support.

Main Essential Duties and Functions of Job Position (but not limited to):

• Handle inbound/outbound phone calls, emails and chats from online customers
• Work with customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status and back order inquiries, problem resolution, and any other issues that may arise from the order fulfillment process
• Meet customer satisfaction, efficiency metrics and issue resolution targets, exceeding customer expectations, building customer loyalty and taking advantage of sales opportunities when appropriate.
• Partner with various internal departments to meet our customers' needs
• Help customers navigate our websites and place orders online
• Provide knowledgeable answers to questions about products, pricing and availability
• Process warranty claims, clear work orders, and fulfill parts requests
• Recognize, document and alert supervisors of trends in customer calls and emails
• Able to adapt to the growing needs of the department/company as seen fit by management
• Investigate and respond to chargebacks and disputes thru Amazon and eBay

Main Duties and Responsibilities (but not limited to):

• Verify customer account and ordering information
• Understand and resolve customer questions, concerns, issues and needs
• Track deliveries, inventory, pricing and ensure all customers' needs are met
• Manage customer issues, ensuring 100% customer satisfaction including but not limited to telephone and email follow up
• Document customer problems and input into company CRM system
• Demonstrate product functionality and provide technical support to customers
• Develop and maintain client relationships by treating customers, coworkers, vendor suppliers with respect and professionalism
• Contact and follow up with new and existing customers
• Continually updating personal knowledge of new products or modifications to existing product lines and various warranty policies
• Entering detailed conversations into Customer Response Management system
• Minimal travel required

Minimum Qualifications:

• High School Diploma or GED preferred
• 1-3 years of working in a customer service field or hospitality
• Experience working in a fast paced environment and/or call center is a plus

Desired skill and Abilities:

• Exceptional interpersonal skills, speaks clearly and confidently, and with empathy and understanding of the customer's situation
• Have experience handling a high volume workflow, with ability to multitask
• Must be able to type up to 65 WPM (words per minute) and have autonomous computer knowledge
• Must be computer savvy and knowledgeable in Microsoft Office (Word, Excel, etc.)
• Solid technical skills and knowledgeable of electronics and terminologies
• Exceptional communication skills with customers and team members, friendly pleasant demeanor over email and phone
• Ability to solve analytical issues, research products, solve delivery problems and quickly learn our proprietary systems for managing customers, orders and fulfillment
• Adaptability and flexibility working constructively under pressure, responding resourcefully to change and maintain a confident and constructive outlook despite challenges, frustrations
• Professional, polite, well-mannered demeanor
• Must be resourceful, work as a team player as well as independently
• Regular, predictable attendance is an essential job function
• Able to work the standard work hours and occasional weekends
• Able to follow company policy and procedures

Physical Requirements:

• Must be able to lift 10-20 lbs, sit for extended periods of time, stairs, reach, twist, bend, stretch, climb, walk and/or run

Working Conditions:

• Must be able to work shift hours and seasonal changes based on the needs of the business
• Must be able to work in an office setting
• Must be able to work in a fast paced environment
• Must have reliable transportation and able to report to the Edison offices - this is not a telecommute role

Requirements:

• Must be 18 years or older and eligible to work in the US
• Must be able to read, write and speak English
• Must pass a Background Check

What we offer our regular full time employees:

• Benefits (Health, Vision, Dental)
• PTO (Paid Time Off)
• Paid Holidays
• Short/Long Term Disability & Life Insurance (Company sponsored)
• 401K

All applicants are subject to a background screening.

CA Global is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.