Customer Service; Online and Telephone Sales

Customer Service Representative (Online and Telephone Sales)

The Customer Service Representative (Online and Telephone Sales) answers phone calls from interested prospects and identifies the customer's needs; advises customers to successfully use online ordering and payment platforms; advises prospective and current customers by answering questions and addressing concerns related to ordering, deliveries and payments; follows organization standards to maintain quality service and guarantee that customers receive such exceptional service; and perform any other duties that may be assigned.

Representative Duties:

• Receive a high volume of phone calls, emails and customer orders.
• Resolve any customer issues that arise via phone, email and chat platforms.
• Collaborate with other teams such as IT or web development to address technical issues, improve online user experience and troubleshoot any issues customers may encounter while using online platforms.
• Provide accurate and detailed information about the products and services offered by staying informed of company policies, procedures, and promotions.
• Assist customers with online transactions, order placing, payments, or navigating the site.
• Review placed orders to ensure they meet company requirements.
• Build and maintain relationships with customers to ensure recurrent business.
• Handle objections and address customer concerns effectively and in a timely manner.
• Follow up with customers to ensure satisfaction and address any post sales issues.
• Keep accurate records of customer transactions, sales activities, and transactions.
• Research and gather information about products or services for customers.
• Ask relevant questions to clarify any doubts concerning the products or services.
• Provide accurate and complete information for the customer to facilitate the sales process.
• Make recommendations or suggestions for products to customers.
• Provide necessary contact details and payment information for order processing.
• Check the accuracy of order details and confirm the final purchase.
• Notify the company of any issues or concerns regarding the product, delivery or post sales service.
• Dispatch draft tech support as necessary.
• Provide online support.
• Escalate complex or unresolved issues to the appropriate department or supervisor for further assistance.
• Engage in active listening to understand customer needs and requirements.
• Perform any other duties that may be assigned.

Skills:

• Must possess communication, selling, attention to detail, problem solving, interpersonal, time management, and organizational skills.
• Must be able to multitask.
• Must have excellent interpersonal and problem-solving skills.
• Must have working knowledge of relevant computer software and the ability to adapt to a technological environment.
• Ability to grasp new concepts quickly.
• Ability to consent to and pass a background check and drug screen prior to employment.

Attributes:

• Ability to handle rejection and stress in soliciting customers.

Other Duties and Responsibilities:

• Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
• Participate in proactive team efforts to achieve departmental and company goals.
• Provide leadership to others through example and sharing of knowledge/skill.
• Perform other duties as assigned.

Education/Experience Guidelines:

• High School Diploma
• Applicants must have prior work experience in a similar role.

Planning/Organization:

• Prioritize tasks
• Handle multiple tasks simultaneously
• Handle multiple projects simultaneously
• Prioritize, organize, and delegate tasks

Physical Demands:

• Standing
• Walking
• Sitting
• Talking
• Hearing/Listening
• Using hands to finger, handle, feel
• Reaching with hands and arms
• Stooping, kneeling, crouching, or crawling
• Lifting up to 50lbs

Working/Environmental Conditions:

• Indoor
• Office
• Bright Lighting
• Adequate Ventilation
• Heated/Air Conditioned

Computer Operation:

• Proficient computer skills including electronic mail, routine database activity, word processing, spreadsheet, graphics, etc.