Title: Customer Service Representative

Reporting Structure: Reports to Customer Service Lead, interacts with outside customers and supports entire organization

Job Description:

Our company is dedicated to recruiting and rewarding exceptional people. We have a dynamic, exciting and team-oriented work environment and seek an experienced Customer Service Rep to act as a liaison between the company and customers, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The best CSRs are genuinely excited to help customers. They’re patient, empathetic and passionately communicative. They love to talk. Customer Service Representatives can put themselves in their customers’ shoes and advocate for them when necessary. The CSR will also gather priceless feedback from customers. This applicant will have natural problem-solving skills, be confident at troubleshooting and investigate further when more information is required to resolve customer concerns.

Compensation:

DOE, plus a competitive benefits package


    Responsibilities:
  • Manage large amounts of incoming calls and emails
  • Generate sales leads
  • Process incoming orders for custom and retail accounts
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/customer service team sales targets and call handling quotas
  • Handle customer complaints by providing appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Go the extra mile to engage customers
  • Add new items to online catalogs as they are approved
  • Invoice outgoing orders
  • Other duties as defined by supervisor

    Requirements:
  • Proven customer support experience or experience as a client service representative
  • Track record of over-achieving quota
  • Strong phone contact handling skills and active listening
  • Familiarity with customer service practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize, and manage time effectively
  • Must understand/be able to work in Excel, including creating and managing spreadsheets
  • Must understand and know how to use Outlook, and internet
  • Experience in Sage 100 is a plus
  • High school diploma
  • Undergo a company paid drug screening and background check.

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