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Customer Service Rep

3 months ago

Framingham, United States TalentBurst Full time
Customer Service Representative
Framingham, MA (100% Remote)
3+ months with a high possibility of extension

Work Schedule: Tuesday-Saturdays 9-5. However, the team is flexible if there was another day off in the week the candidate would prefer off.
Interview Process: 45 Minute interview (first 30 mins with two team members and second 15 mins with two team members)

Preferred Experiences:
•Customer service
•Phone/social/email/chat
•Retail

Summary:
  • Answer toll free customer service calls, and correspondences, including letters, internet e-mails, chat, and/or social media comments.
  • Field customer questions, resolve standard customer complaints, document information in the customer tracking system and ensure effective communication at all levels.
  • Monitor Facebook, Twitter, Instagram, TikTok and respond to customer comments/questions.
Duties and Responsibilities:
  • Respond accurately, promptly and effectively to all forms of customer communication, including phones, letters, Internet e-mails, chat, social media referrals.
  • Resolve difficult and sensitive customer issues in an objective and timely manner, using problem solving and negotiation skills.
  • Communicate with District Managers, Store Managers and Home Office personnel to resolve customer problems and answer questions. Escalate serious issues to protect the company/brand.
  • Document customers and store information in customer tracking system. Code correctly and provide continuous updates until the issue is resolved and ready to close.
  • Promote a positive Company image in support of Customer Service objectives and mission statement.
  • Make sound judgment calls that align with the brand, escalation and customer service policies for social media customer related issues by following social media moderation guidelines.
  • Multitask in a fast-paced environment and moderate a high volume of inbound/outbound content to provide good customer service follow up and follow through
  • Special projects/duties as assigned
Skills required to perform this job:
  • Proven Conflict Management Skills
  • Strong Analytical and Problem Solving Skills
  • Good Listening Skills
  • Organizational Skills
  • Prioritizing skills and effective time management
  • Flexibility
  • Ability to multi-task
  • Excellent Verbal and Written Communication Skills
  • PC knowledge including email knowledge; Word and Excel preferred
  • Typing Skills
  • Social Media Moderation Experience Preferred
  • Ability to Separate Emotion and respond objectively
  • Works well in a team environment
  • A min requirement for WIFI speed-high speed connection
  • Need quiet workspace, free of background noise, and good for video meetings/chats.


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