Customer Service Representative

3 weeks ago

Marlborough, United States Connexion Systems & Engineering, Inc. Full time $18
Job DescriptionJob Description

Job Title: Consumer Relations Representative
Location: Marlborough, MA 01752
Hours: M-F 8:30am-5:00pm
Start Date: September 30th
 

  • Fully onsite for the first 6 months. KPIs will be reviewed and if met hybrid work schedule will be Monday & Friday from home and Tuesday, Wednesday & Thursday in office.
  • Looking for 1-2 years of call center experience and critical thinking for trouble shooting products. Candidates will be troubleshooting products over the phone
  • Attendance & reliability are a TOP priority. 


SUMMARY
The Consumer Relations Representative's primary role is to uphold company's commitment to delight our consumers with exceptional service and representing their needs throughout the organization.

The Consumer Relations Representative is responsible for providing quality consumer support and service by accurately and efficiently handling incoming telephone calls regarding our products. Calls may include but are not limited to general inquiries, product troubleshooting, sales orders, availability, warranty replacements and product specifications.  The representative will seek to understand consumer needs and expectations and will address them with professionalism, and empathy while protecting brand and company image and reputation.

DUTIES AND RESPONSIBILITIES

  • Is product and systems knowledgeable.
  • Takes and manages / troubleshoots consumer calls.
  • Understands connectivity and non-connectivity consumer products designed for the home environment (Bluetooth, App, and Wi-Fi connectivity controlled)
  • Accurately logs in all calls into Oracle® based system.
  • Properly escalates consumer calls as needed.
  • Follow up with consumers as needed.
  • Identifies opportunities being expressed by the consumer.
  • Manages personal Identifiable Information properly.
  • Meets key process indicators set by the department.
  • Listens to and implements all coaching.

EDUCATION OR EQUIVALENT REQUIRED

  • High School diploma or equivalent

EXPERIENCE REQUIRED

  • 1 -2 years of call center experience

SKILLS REQUIRED

  • Customer Service experience
  • Experience with Bluetooth, App, and Wi-Fi connectivity devices
  • Excellent communication skills
  • Ability to understand and follow oral and written instructions.
  • Working knowledge of Microsoft Office applications (Word, Excel, Project, Power Point)
  • Ability to sit for extended periods of time.
  • Must be dependable and prompt.

PHYSICAL DEMANDS REQUIRED

  • 76-100%=Continuous sitting-at desk, computer, etc.

WORK CONDITIONS

  • Office Setting. Hybrid 2 days a week IF KPIs are met.
Company DescriptionConnexion Systems & Engineering is a full-service staffing firm, whose mission is to provide "best in class" staffing services to our clients and job seekers alike. We strive to achieve excellence in staffing, job placement and recruiting services, while treating our clients, employees, and candidates with the professionalism and respect they deserve.Company DescriptionConnexion Systems & Engineering is a full-service staffing firm, whose mission is to provide "best in class" staffing services to our clients and job seekers alike. We strive to achieve excellence in staffing, job placement and recruiting services, while treating our clients, employees, and candidates with the professionalism and respect they deserve.

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