Customer Service Representative

2 weeks ago

Framingham, United States SSI People Full time

Job Title: Customer Service Representative

Location: Framingham Massachusetts

Work Schedule: Monday - Friday, 10am-6pm EST

3 months with potential to extend or convert

can be remote

Preferred Experiences:

Customer service

Phone

Retail

Minimum experience required to perform this job.

1 3 years of retail customer service or call center experience

Recent college graduate will work for this role; not degree focused

JOB 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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