Customer Service Representative

4 weeks ago

Anaheim, United States University Frames, Inc. Full time

University Frames is dedicated to providing the best diploma frame product in the country Our growing business is looking for a skilled problem solver to join our team as a Customer Service Representative (CSR). University Frames is calling for CSR, who is overall supporting our company via phone, typed-chat, and email. Through problem identification, troubleshooting, and resolution, CSR is required to provide innovative and exceptional customer handling following University Frames Guidelines. As a key member of the customer service team, CSR is expected to maintain University Frame's culture of excellence and commitment to quality in every aspect of their work.

Shift hours M-F but may vary to fit in the customer service department's open hours.
•Respond to customer inquiries and provide first contact resolution of customer issues via phone, typed-chat, and email.
•Deliver timely and accurate responses to customer questions and requests.
•Take personal ownership of customer requests and maintain accountability for follow-through.
•Perform account maintenance, data entry, and order processing functions.
•Provide exceptional customer experience as measured through customer surveys.
•Provide proactive customer communications via phone, typed-chat, or email when necessary.
•Display a professional, positive, and enthusiastic demeanor to employees and customers.
•Maintain security and confidentiality of University Frame's internal information and customer/account information.
•Escalate or refer issues beyond the scope of basic training and duties.
•Demonstrate a thorough understanding of departmental policies and procedures.
•Support University Frame's account, payment, and technical related issues.
•Other duties as assigned.

Requirements:

  • Team player with a positive attitude
  • Available to work days, and weekends
  • Comfort with using telephony related hardware and software
  • Skilled with Microsoft Office
  • Excellent attention to detail
Pluses:
•Previous call center or direct customer-facing experience
•Online market experience (Amazon, Walmart, etc.)
•Knowledge of QuickBooks software
•Adobe or any graphics background

Job Duties:
  • Answer incoming customer inquiries
  • Collaborate with management teams to stay updated on new products, services, and policies
  • Record customer information within our customer service database
  • Engage with clients in a friendly and professional manner while actively listening to their concerns
  • Offer support and solutions to customers in accordance with the company's customer service policies
  • Other duties as requested
Communication method(s) used:
  • Email
  • Phone
  • Chat
Work Remotely
  • No

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