Customer Service Representative

Job Description

Job Description

Description:

Customer Service Representative

Customer Service Representative Purpose:

Reporting to the CSR Team Lead, Customer Service Representatives are responsible for acting as a liaison between the organization and our customers. They will focus on providing product services/information, answering questions and resolving any emerging issues brought forth by our customers with urgency, accuracy and efficiency.

Customer Service Representative Responsibilities:

• Manage large numbers of incoming phone calls, emails, text messages and other customer interaction types
• Generate sales leads where applicable, focusing on a needs-based approach to upselling/cross-selling our products and services
• 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, call handling quotas and both team/individual key performance indicators (KPIs)
• Handle customer complaints, provide 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
• Take the extra mile to engage customers

Customer Service Representative Credentials and Experience:

• Proven customer support experience or experience as a Customer Service Representative preferred
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and 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

Customer Service Representative Requirements:

• High school diploma or equivalent
• Clean background check
• Must be able to sit for extended periods of time.
• Must be able to lift a minimum of 10+ lbs
• Authorized to work in the US for any employer

Customer Service Representative Benefits:

• Health, Telehealth, Dental & Vision benefits
• 401k (eligible to enroll after 90 days of employment), 401k (matching after 1 year of employment)
• Paid Holidays
• Paid Time Off