Customer Service Representative

About the Company

This position handles all inbound/outbound service inquiries regarding company products and platforms.

About the Role

A customer service agent will interact with the recipients of our products and assist with various requests. This is the perfect role for a self-motivated candidate interested in learning and developing their professional career, who is willing to go the extra mile to provide a unique and outstanding customer experience.

Responsibilities

• Answer incoming call, emails, and chat, responding to various requests in a consistent and timely manner
• Progress, meet and maintain representative metrics that align with company KPI's
• Take ownership to provide the highest level of customer support for all incoming/outgoing customer interactions
• Resolve product or service problems by clarifying customer complaints, determining the cause of the problem, selecting, and explaining the best solution to solve the problem
• Identify and escalate issues to supervisors
• Research required information using available resources
• Research, identify, and resolve customer complaints using applicable software
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Understand and maintain knowledge for all products, platforms, and policies
• Assist customers with troubleshooting issues
• Follow up customer calls where necessary

Education details

• High school diploma or equivalent
• College (preferred)

Required Skills

• Strong written and verbal communication skills
• Strong organizational skills
• Proficient data entry skills
• Ability to handle demanding customers with patience and professionalism
• Ability to think and act independently with minimal supervision
• Ability to multi-task in a changing environment
• Proficient computer skills - must be familiar with Excel, Word, and outlook
• Technology proficient - agents will be trained and use proprietary applications daily
• Reliable with time management skills
• Must be detailed oriented - with a high level of accuracy

Preferred Skills

• Active listener
• Flexible
• Critical Thinker
• Growth minded
• Not afraid to ask questions