Customer Service Representative

Description

ABOUT US:

Namify is in the business of belonging. For over 20 years, companies of all sizes have partnered with us to elevate their recognition programs, corporate gifting strategies, branding initiatives, and employee engagement. Through automation and more sustainable practices, we are revolutionizing the swag industry which has traditionally been wasteful and awkward. We’re growing fast because the world recognizes how desperately services like ours are needed. Now we are looking for energetic “inclusion superheroes” to join our team. So, if you are a detail-oriented person and like the idea of creating more happiness in the workplace, we want to talk to you … like yesterday.

ABOUT THIS JOB:

Namify’s Customer Service Representatives (CSRs) manage assigned client accounts across the US ensuring a positive client experience. As an entry-level job, you have the ability to make a difference for companies as you make them look their best. This position is a great mix of Customer Service and Sales. You may be required to assist walk-in traffic as well.

RESPONSIBILITIES:

• Answer and field inbound calls
• Respond and communicate with clients, co-workers, and vendors via email, phone, and web chat
• Be proactive about customer outreach and account management
• Promote and increase client retention and sales
• Ensure all orders are moving through the production process and taking care of any orders returned to the REP HAS ORDER queue
• Assist clients with product, billing, and/or order questions including assistance in placing orders
• Work in teams to achieve company goals
• Provide exceptional customer service in a professional manner
• Cross-train on company-wide manufacturing processes
• Cross-sell and up-sell products that will help promote the clients brands
• Resolve any concerns for the client to provide ease of ordering
• Assist with occasional piecework/processing jobs as needed
• All other duties as assigned

BENEFITS AND COMPENSATION:

• $16-19.00/per hour, depending on experience
• Immediate PTO accrual
• Paid holidays
• 2 paid experience days
• Medical insurance
• Free telehealth
• Free accident Insurance
• Dental insurance
• Vision insurance
• Free life insurance
• 401(k) with up to 4% employer match

Requirements

Must have proper documentation for employment in the United States

Must perform Pre-Employment drug test

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Minimum 1 year of customer service and/or sales experience in an office or call center environment (retail-only and food service experience does not meet this requirement)
• Previous Customer Support or Customer Service Experience is required
• Proficient in data entry and experience processing customer orders accurately and efficiently
• Strong customer service soft skills — friendly, upbeat, and professional communication style
• Demonstrated computer literacy, including proficiency in Google Suite and ability to navigate web-based systems and tools
• Have a strong understanding of the importance of Customer Service and how to be effective at it
• Have a basic level of sales ability and a willingness to sell
• A willingness to learn, adapt, and continuously improve skills
• Ability to manage multiple tasks and priorities in a fast-paced, detail-oriented environment
• Must be at least 18 years of age

SPECIAL CONSIDERATION FOR:

• Bilingual in Spanish and English
• Sales Experience
• Experience navigating a company-wide systems update/transition

PERFORMANCE METRICS:

• Number of stalled orders put back into production per day
• No missed phone calls and live chats
• All inbound customer requests responded to and completed

THIS POSITION REPORTS TO:

• Vice President of Sales

SCHEDULE:

• Monday to Friday, 9:00am-5:00pm (Full-time)
• On-site

WORK SPACE INFO:

This job operates in a warehouse environment which requires standing, moving, lifting, and operating machinery and computers. Personal Protection Equipment may be required. Safety training is mandatory and employees must be able to pass basic safety requirements.

TRAINING:

Training for this position will be completed by the department manager. Training will consist of education on key processes, preparation and staging requirements by customer, location of tools, supplies and materials. You will be trained on how to use the order interface, how to properly read orders and where to look for notes. Additional training will be completed as processes evolve or as required.

SAFETY:

Namify enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each incumbent is responsible for completing all training requirements and fulfilling self-aid/buddy-aid responsibilities, participating in emergency response tasks as requested, and serving on safety committees and teams as requested. In addition, the incumbent must accept that they have responsibility for maintaining the safety of themselves and others by adhering to all written and verbal instructions, promptly reporting and/or correcting all hazards or unsafe conditions, questioning nonstandard operations or environmental factors that may involve unmitigated hazards, and providing feedback to site leads and management on all safety issues.