Customer Service Representative

4 days ago

Jacksonville, United States Vimergy Full time

ROLE:

The Customer Service Representative (CSR) supports the Companys customers by providing product and service information, addressing inquiries and resolving technical issues. This role is a hybrid role and requires in-person work at the warehouse 1-2 times a week to process returns.

ESSENTIAL FUNCTIONS:

  • Handle customer inquiries, orders, refunds, and complaints via phone and email.
  • Provide information about the products and services.
  • Troubleshoot and resolve product issues and concerns.
  • Good working knowledge of products and services.
  • Have a clear understanding of what claims you can and cannot make.
  • Process returns submitted to our warehouse.
  • File shipping claims.
  • Maintain productivity standards.
  • Build sustainable relationships and trust with customers through open and interactive communication.
  • Identifying and assessing customers needs to achieve satisfaction.
  • Fields customer questions and complaints; when the issue requires escalation, the CSR will forward the issue to their supervisor or other appropriate staff.
  • Ensures that appropriate actions are taken to resolve customers' problems and concerns and follow-up with customer.
  • Maintains customer accounts and records of customer interactions with details of inquiries, complaints and comments.
  • Follows communication procedures, guidelines, policies and processes.
  • Performs other related duties as assigned.

SKILLS:

  • Service-oriented, (empathetic, responsive, patient, and conscientious).
  • Ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
  • Ability to evaluate, troubleshoot, and follow up on customer issues.
  • Self-starter, can organize themselves to work on their own without direct supervision
  • Ability to communicate with compassion and patience
  • Ability to multi-task, prioritize, and manage time effectively.
  • Positive and professional demeanor.
  • Excellent written, verbal and active listening communication skills

KEY PERFORMANCE INDICATORS (KPI):

  • Meet or exceed expected service volumes and quality levels.
  • Identify gaps/inefficiencies and take corrective action.
  • The application of time management skills and the proven ability to meet deadlines.
  • The cultivation of Interpersonal relationships, building and maintaining strong lines of communication with external customers, as well as strong team relationships.

QUALIFICATIONS AND EDUCATION REQUIREMENTS:

  • High School Diploma and 5+ years of experience in customer service.
  • Proficiency on computer, running multiple software applications simultaneously, have a sense of urgency.
  • Proven customer support experience or experience as a client service representative.
  • Strong phone contact handling skills and active listening.
  • Working knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
  • Experience with Shopify, Shipmonk, Five9, Recharge preferred.

PHYSICAL REQUIREMENTS:

Prolonged periods of sitting at a desk and working on a computer.

Must be able to lift up to 15 pounds if needed.

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