Customer Service Representative

3 weeks ago

Sioux Falls, United States Groomer's Choice Full time
Description

Customer Service Representative

Do you like three day weekends? If so, come join our Customer Service Team

Hours are: Tuesday-Friday 7:30 AM - 6:00 PM

JOB SUMMARY:

Groomers Services Customer Service Representative plays a critical role in maintaining positive relationships with customers and ensuring their needs are met efficiently. They handle customer inquiries, resolve issues, and facilitate smooth communication between clients and internal teams. Working closely with the Sales Team, they identify service issues and collaborate with the Customer Service Floor Supervisor to implement effective solutions.

Utilizing CRM tools like HUBSPOT, they manage customer data and interactions to enhance client service and streamline processes. Their goal is to deliver exceptional customer experiences and ensure that business and operational requirements are met satisfactorily. Additionally, they work collaboratively with colleagues to support each other and address customer needs effectively as a team.

PRINCIPAL DUTIES and RESPONSIBILITIES:
  • Represent Groomer's Choice Pet Products positively and professionally at all times.
  • Serve as the main point of contact for Groomers Choice, promptly addressing their inquiries, concerns, and requests with professionalism.
  • Maintain transparent communication to provide updates on orders, shipments, and service-related matters while identifying and understanding customer needs for effective product resolution.
  • Promptly and efficiently resolve customer issues such as product defects, order discrepancies, and billing inquiries, collaborating with internal teams for prompt solutions.
  • Implement company values and customer service practices, ensuring excellence in every aspect of the customer experience.
  • Manage inbound calls and various customer service responsibilities, including transfers, returns, shipping errors, damages, complaints, and web orders.
  • Capitalize on upselling opportunities and transition to prime sales when applicable.
  • Collaborate with the Groomers Sales Service Supervisor to uphold customer service standards and practices.
  • Demonstrate a comprehensive understanding of promotions and their relevance to customer situations.
  • Work with sales, marketing, and logistics teams to address customer requests and align strategies to enhance satisfaction.
  • Utilize internal tools and systems effectively to meet company and customer expectations.
  • Collect customer feedback and insights through Customer Satisfaction Surveys and communicate findings to relevant internal teams for product and service improvements.
  • Stay informed about industry trends, competitive landscape, and market developments to better position the company's offerings.
  • Communicate verbally and in writing effectively to ensure clear and concise interactions.
  • Perform any other duties as assigned.
Knowledge and Skills:
  • Previous experience in customer service, account coordination, or related fields.
  • Strong communication skills, both written and verbal.
  • Excellent problem-solving abilities and a proactive approach to addressing customer issues.
  • Ability to remain composed under pressure and handle challenging situations professionally.
  • Proficiency in using customer relationship management (CRM) software and Microsoft Office Suite.
  • Attention to detail and organizational skills.
  • Empathy and a customer-focused mindset.
  • Ability to work effectively in a team-oriented environment.
  • Adaptability to changing customer needs and business priorities.
Full-Time Benefits Include:
  • 401k with company match
  • Medical
  • Dental
  • Vision
  • Employer Paid Life Insurance and AD&D
  • Accident Insurance
  • Hospital Indemnity Plan
  • Critical Illness
  • Voluntary Life & AD/D
  • Short Term Disability
  • TELUS Health/LifeWorks EAP
  • Employee Discount Program
  • Paid Time Off (PTO)
  • Paid Holidays


This position is full-time and onsite in Sioux Falls, SD.

Hours: Tuesday - Friday 7:30 AM-6:00 PM

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