Customer Service Representative

Customer Service Representative

The Customer Service Representative is part of a team supporting and serving our customers and clients through inbound and outbound calls. The position will be expected to demonstrate a resourceful and quick-thinking mindset that will assist with callers and answer questions in a concise manner as well as providing an exceptional and committed customer experience to our users through phone, email, and chat support. The Customer Service Representative reports to the Customer Service Supervisor.

Each eligible employee receives a competitive total compensation package, including benefits such as medical, dental, vision, life insurance, short term disability, long term disability, company-matched 401K, among others. Employees also receive paid time off and holidays.

Responsibilities:

• Anticipate customer needs and go above and beyond to ensure an efficient, seamless customer experience
• Strive for first-contact resolution with each interaction
• Take ownership and tackle potentially complex and heightened user concerns with a positive and supportive attitude while making decisions and judgments to appropriately resolve those situations
• Collaborate with other team members to ensure consistent and seamless services while also exercising time management and task prioritization
• Work with team leaders to identify opportunities to improve processes, products, and services
• Update customer information in the system during and after each correspondence
• Answer incoming calls from prospective customers to explain services and products offered while providing additional service offerings
• Become proficient with client programs and develop product knowledge
• Record and verify names, addresses, purchases, and reactions of prospective customers
• Handle incoming calls (orders, inquiries, complaints, etc.) and direct calls for further problem resolution if necessary
• Participate in learning opportunities for process improvements, time management, and technology skills
• Adhere to company policies and procedures
• Other duties as assigned by manager / supervisor
• Develops and builds up team members with an emphasis on hiring and training
• Be a brand ambassador for Greenmark, driving a culture of excellence and true partnership with team members and external stakeholders

Education and Experience:

• High school diploma or GED (accredited) required
• 2+ years of relevant and call center experience

Preferred Qualifications:

• Naturally positive, helpful, and courteous attitude
• Willingness to assist with client's needs
• Ability to utilize technology and software
• Demonstrable patience and attentiveness in all communication and interactions
• Comfortable working in a fast-paced and very active group environment
• Able and willing to work cooperatively with team members to build a strong sense of camaraderie and teamwork
• Self-motivated to provide top notch customer service
• Exceptional verbal and written communication skills
• Detail-oriented with strong organizational skills
• Ability to think critically and creatively in order to proactively and independently solve problems
• General math skills
• Maintain a positive and professional attitude and outlook with customers and coworkers
• Adhere to attendance and scheduling policies
• Excellent Microsoft Word / Excel / Outlook Software Skills
• Hours: 40 hours per week plus one to two Saturdays per month

Knowledge, Skills, and Character Traits:

• Excellent analytical, problem-solving, and decision-making skills
• Outstanding communication and interpersonal abilities, with the ability to collaborate effectively with cross-functional teams
• Strong work ethic, self-directed, entrepreneurial, and process oriented
• Ability to thrive in a fast-paced, dynamic environment, work autonomously, and manage multiple priorities simultaneously
• Learner mindset, with innate curiosity that drives figuring out solutions and learning new things
• A healthy balance of confidence and humility, as well as grit and determination to do what needs to be done
• Highly organized, detail-oriented, and disciplined; with a commitment to doing things the right way and following through
• Strong discernment on time management, priorities, communications, and business decisions
• Self-starter who demonstrates integrity in all actions and an ownership mentality with a strong desire to take care of what has been entrusted to them
• Ability to balance long-term perspective while consistently and methodically executing daily responsibilities

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.