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Customer Service Representative

3 months ago

Framingham, United States Global Technical Talent Full time
Customer Service Representative
  • Contract Duration 3 Months
  • Pay rate up to $22/hr

Job Summary:
  • Customer Service Representative answers 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, and TikTok and respond to customer comments/questions.

Essential Duties and Responsibilities:
  • Customer Service Representative responds accurately, promptly, and effectively to all forms of customer communication, including phones, letters, Internet e-mails, chat, and 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 the 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

Required Skills:
  • 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 Emotions and respond objectively
  • Works well in a team environment
  • A minimum requirement for WIFI speed-high speed connection
  • Need a quiet workspace, free of background noise, and good for video meetings/chats

Benefits:
  • Medical, Vision, and Dental Insurance Plans
  • 401k Retirement Fund

About The Company:
  • Our client is a Fortune 500 company and the leading off-price apparel and home fashion retailer in the U.S. and worldwide. At the end of 2020, the Company had more than 4,500 stores in nine countries, four e-commerce sites, and approximately 320,000 Associates. With offices, stores, and distribution centers around the world, there is a breadth of opportunities with this company.
  • The company strives for an inclusive workplace where they value their diversity of thought, background, and experience; and are engaged with the mission to provide value to our customers. They remain committed to acting as a responsible corporate citizen by investing in their employees and their communities, being mindful of their impact on the environment, and operating their businesses ethically.

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