Customer Service Representative I

Customer Service Representative IIf you are interested in working for a company who believes in adding value to their employees and customers, Burch Bottle & Packaging may be the place for you! We are looking to add a Customer Service Representative to our growing, world-class Customer Service team!We believe in adding value to the lives of our employees, customers, & community! At Burch, we value teamwork, efficiency, accountability, diverse thinking, compassion, and communication.Our mission is to provide high-quality packaging components at competitive prices while achieving speedy delivery and superior customer service! Our customer service team serves as the first point of contact for our customers and we strive to support all our customers no matter how big or small!There's a lot to learn in the packaging industry, and we do not expect anyone to know it all from the start. You will receive on the job training where we will dive deep into product knowledge, navigating our ERP, and mastering all communication channels.We are here to give you the tools in order to start and grow in your new career! Our employees enjoy a Monday-Friday schedule with weekends off, PTO accrual, and 14 paid days off to recognize holidays! Help us support our vision to be the leading distributor of the bottle and packaging industry while working to improve, enrich, and develop our customers, employees, and community!Hourly non-exempt positionHours: 8:30 am-5:00 pm Monday through FridayBenefits:5 paid sick days per year plus 1 added sick day after 1 full yearPaid parental leaveCompany provided lunch before major holidays14 paid days off to recognize holidays360 rewards and recognition programShadow programVacation accrualGroup health, dental, and vision insurance offered after 30 daysWeekly payCompetitive salariesSimple IRA with up to 3% company match (offered after 1 year)Job responsibilities include but are not limited to:Effectively manage many customer inquiries through a variety of channels including phone, email, website, live chat, and face-to-face interactions.Quietly and discreetly message or call employees who are requested by guests to see if they are available to meet with guests.Identify and assess customer needs to achieve satisfaction.Build sustainable relationships of trust through open and interactive communication with customers.Provide accurate, valid, and complete information to customers, coworkers and management.Handle complaints, provide suitable solutions and alternatives within appropriate time limits.Follows up with customers to ensure resolutions of prior issues if applicable.Keeps records of customer interactions, process customer accounts, and file documents.Follow communication procedures, guidelines and policies.Goes the extra mile to engage customers, takes initiative to meet needs, and provide personalized support.Build strong relationships through clear communication and a solutions-focused approach.Answer/respond to emails, work-related text messages, and Teams chats in a timely mannerDemonstrate and supports Burch Bottle's mission, vision, and values.Qualification Requirements:Proven customer support experienceFamiliarity with CRM systems and practices preferredAbility to adapt/respond to different types of inquiries and personalitiesHigh school degree or equivalentSkills:Excellent communication and presentation skillsStrong interpersonal skillsProfessional phone skillsAbility to multitask, prioritize, and manage time effectivelyListening skillsPositive attitudeAbility to work under pressureGeneral computer skills