Customer service representative

This is a remote position.

Key Responsibilities:

• Customer Interaction:
  

  • Serve as the first point of contact for customers via phone email chat or inperson addressing their questions and concerns promptly.
    
  • Provide accurate information about products services and policies ensuring customers have a clear understanding of their options.
    
  • Assist customers with placing orders processing returns and tracking shipments.
    

• Issue Resolution:
  

  • Resolve customer issues and complaints in a professional and timely manner striving to exceed customer expectations.
    
  • Escalate complex issues to the appropriate departments or supervisors when necessary ensuring a quick and effective resolution.
    
  • Follow up with customers to ensure their issues have been resolved to their satisfaction.
    

• Product Knowledge:
  

  • Maintain uptodate knowledge of the company s products and services staying informed about new offerings and changes.
    
  • Provide customers with product recommendations based on their needs and preferences.
    
  • Educate customers on product features benefits and usage to enhance their overall experience.
    

• Customer Feedback & Improvement:
  

  • Collect and document customer feedback including suggestions for product improvements or service enhancements.
    
  • Identify trends in customer inquiries and complaints sharing insights with the team to improve processes and customer satisfaction.
    
  • Participate in continuous improvement initiatives to enhance the overall customer service experience.
    

• Data Entry & Documentation:
  

  • Accurately enter and update customer information in the company s CRM system ensuring all interactions are properly documented.
    
  • Process orders returns and exchanges in accordance with company policies and procedures.
    
  • Prepare and generate reports on customer interactions issues and resolutions for management review.
    

• Team Collaboration:
  

  • Work closely with other departments such as sales technical support and shipping to resolve customer issues and ensure a seamless customer experience.
    
  • Share customer insights and feedback with the team to help improve products and services.
    
  • Participate in team meetings and training sessions to stay informed and improve skills.
    

• Customer Retention:
  

  • Build and maintain strong relationships with customers ensuring they feel valued and appreciated.
    
  • Identify opportunities to upsell or crosssell additional products and services to meet customer needs.
    
  • Proactively reach out to customers with information on promotions new products or other relevant updates.
    

Requirements

Qualifications:

• Education: High school diploma or equivalent is required; an associate or bachelor s degree is a plus.
  
• Experience:
  • 12 years of experience in customer service retail or a related field.
    
  • Experience with CRM software and call center operations is preferred.
    
  • Industryspecific experience is a plus.
    
• Skills:
  • Strong verbal and written communication skills with a friendly and professional demeanor.
    
  • Excellent problemsolving abilities and a proactive approach to resolving issues.
    
  • Ability to multitask and manage time effectively in a fastpaced environment.
    
  • Proficiency in Microsoft Office Suite and customer service software
    
  • Patience empathy and a customercentric mindset.
    
• Certifications: Customer service certifications (e.g. Certified Customer Service Professional) are a plus.