Customer Service Representative

1 month ago

Norton Shores, United States TollFreeForwarding.com Full time

Founded in 2002, TollFreeForwarding.com (TFF) is an international telecommunications provider (VoIP/SIP). TFF has always been profitable and debt-free with consistent growth. TFF offers highly competitive wages plus bonuses, health benefits, 401(k) with 10% match and immediate vesting, and generous PTO.


The Customer Service Representative ensures successful customer onboarding and continuing satisfaction by proactively identifying customer needs and responding to first-line requests. The Customer Service Representative will build rapport with key contacts and maintain a high quality of service with quick response time.


Job Tasks:


  • Educate customers on services and web-based user interface
  • Handle inbound/outbound calls and emails from existing and potential new customers
  • Follow up with internal departments to expedite customer requests
  • Analyze and respond to customer inquiries
  • Open and process tier one support tickets
  • Assist existing customers with billing and service issues
  • Identify business opportunities and refer to sales team



Desired Background, Skills, Traits:


  • Previous customer service experience
  • Self-directed and proactive with ability to prioritize and multitask
  • Comfortable with numbers, basic math, customer interaction and Microsoft Office Suites
  • Excellent time management and organization
  • Superb communication skills, with excellent listening ability
  • Can write concise, effective business emails
  • Able to resolve challenges and escalations with diplomacy
  • Detail-oriented
  • Ability to maintain a positive attitude
  • Eagerness to learn and grow as a professional
  • Prior experience with SalesForce or other CRM platforms, preferred
  • Able to excel in a fully digital, tech-driven environment
  • Above average typing speed and accuracy
  • Bilingual applicants are highly desired
  • AA or BA/S degree is appreciated
  • Must be able to work one weekend day per week as part of regular schedule, some holidays, and early mornings


Our Michigan office is located in Norton Shores.

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