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Customer Service Representative

2 months ago

Danville, United States Infinity Global, Inc. Full time
Job DescriptionJob Description

POSITION SUMMARY

The Customer Service Representative acts as a liaison providing product and service information, resolving any emerging problems with accuracy and efficiency, and supporting any administrative needs.


KEY RESPONSIBILITIES

● Maintain a thorough understanding of designated accounts and product sold

● Support a large number of incoming calls and/or emails

● Always maintain a positive attitude and empathetic approach to the customer

● Identify and assess customer needs to achieve satisfaction

● Provide accurate and complete information leveraging available tools and personnel

● Process transactions, including sales orders, returns, exchanges, and cancellations using internal ERP software

● Resolve product or service problems by determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

● Escalate queries or concerns to the appropriate department or person following outlined guidelines

● Document all inquiries, requests, resolutions, and follow up tasks

● Meet personal and team service targets and measures

● Communicate and coordinate with internal partners as necessary to support responses and/or resolutions

● Provide feedback to management on the efficiency of the customer service process

● Follow communication procedures, guidelines, and policies

● Take the extra mile to achieve desired results

● Assist on special projects as requested


KEY ACCOUNTABILITIES

● Demonstrate ability to complete all tasks with a high degree of accuracy, attention to detail, and follow-up

● Ensure professional, accurate, and timely communication to complete tasks and resolve issues

● Problem-solve effectively and efficiently

● Ability to stay calm when customers are stressed or upset

● Gather and disseminate information to and from multiple parties clearly and quickly

● Maintain a high level of confidentiality in all tasks

● Customer orientation and ability to adapt/respond to different types of characters

● Excellent verbal and written communication and presentation skills

● Ability to multitask, prioritize, and manage time effectively

● Excellent organizational skills and ability to multitask/prioritize based on urgency

● Strong phone and contact handling skills and active listening

● Comfortable using computers


MINIMUM QUALIFICATIONS

● Associate degree in Business or 1+ years of experience in a related role

● 1-2 years of experience in high volume, fast-paced customer service role

● Proficient in MS Office applications, including PowerPoint, Excel, Outlook, and Word

● Proven customer support experience

● Familiarity with CRM systems and practices

● Preferred experience with CSRM

● Proficient in Spanish and/or French a plus but not required