Customer Service Representative

4 weeks ago

North Andover, United States Infinite Electronics, Inc. Full time

Position Description:

Infinite Electronics is investing in bright, agile, and diverse talent to join our Customer Success Center. The Customer Service Representative will drive customer satisfaction and revenue by exemplifying a customer-centric attitude delivering superior service through every call, chat and email interaction.


This role will report to the Sales and Service Supervisor and will work closely with inside sales and technical sales support. The successful candidate should exhibit a sense of ownership, urgency, be solution orientated, collaborative and accountable.


The Customer Success Center currently works in a hybrid work environment, but employees could be required to be in-office up to 5-days a week based on changing business needs.


If you are interested in working in an employee-centric environment with a customer-centric mindset, this is the role for you


General Duties and Responsibilities:

  • Handle large volume of calls, chats and emails along with order processing and order management with quality while maintaining Infinite’s value proposition of same-day turnaround.
  • Build positive relationships by identifying customer needs, researching issues, resolving customer concerns and providing solutions with urgency, empathy and a customer-centric attitude.
  • Maintain customer satisfaction and loyalty during difficult customer interactions by leveraging outstanding conflict resolution skills thus resulting in an excellent customer experience.
  • Communicate and collaborate cross-departmentally to ensure you are providing accurate, up-to-date information both internally and to our customers.
  • Collaborate in compiling information critical to continually improving upon our customers’ experience and driving company strategy.
  • Recommend improvements for systems and processes to boost organizational efficiency.
  • Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality.


Required Knowledge, Skills, Abilities and Personal Traits:

  • Must embody Infinite’s “Hedgehog behaviors” of Positive Urgency, Accountability, Ownership, Same-Day Responsiveness, Collaboration, and Solution Orientation.
  • Display strong communication skills (written and verbal), active listening skills, and interpersonal skills.
  • Demonstrate computer proficiency in Microsoft Word, Excel and Outlook with the ability to use multiple programs concurrently including CCaaS platform.
  • Motivation and ability to learn new concepts quickly and adapt to a changing and fast-paced environment.
  • Demonstrate strong work ethic through collaboration with peers fostering a strong culture of teamwork.
  • Curious mind with an aptitude for learning.
  • Reliable, dependable, and highly organized with strong time management skills.
  • Task oriented with an attention to detail.


Education and/or Experience:

  • 1-2 years minimum in a high paced customer facing sales or service environment.
  • Experience interacting between multiple brands and multiple internal systems (i.e., ERP’s) preferred.
  • High School Diploma required with college degree preferred.
  • Technology related B2B experience preferred.


Physical Job Requirements:

  • Must be able to access and navigate the production facility
  • Prolonged periods sitting at a desk and working on a computer


Environment: Work environment is typically an office environment located on-site during normal or extended business hours. You will work a minimum of two days a week in the office. Infinite continually reviews deployment including our work environment policy, which is subject to change at any time to serve the best interests of the business including the requirement to be on-site 5 days per week.


Accommodation: Candidates for the position should be able to perform essential job duties in described work environment with or without accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Equal Employment Opportunity

Infinite Electronics is proud to be an Equal Employment Opportunity and Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, marital status, age, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are committed to building a diverse workforce and we actively encourage women, minorities, people with disabilities and veterans to apply.

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