Customer Experience Professional

2 months ago

Conyers, United States Cellofoam North America Inc Full time

** Customer Experience Professional**

**Job Category****:** Customer Service **Requisition Number****:** CUSTO01253 Showing 1 location **Job Details**

**Description**

**Job Description**

The customer service representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department.

**Position Responsibilities:**

* Answer phones promptly and courteously utilizing company procedures.

* Receive and respond professionally and courteously to all customer inquiries regarding service level changes, customer disputes, billing questions, cancellations, and new customer sign-up.

* Provides timely and accurate information to incoming customer order status and product knowledge requests.

* Processes customer orders/changes/returns according to established company/department policies and procedures.

* Provide standard information regarding service options, charges, billing, and contract parameters.

* Ensure customer concerns are understood and clearly explain resolution to the customer.

* Works closely with the credit department to resolve disputed credit items.

* Partners with the sales team to meet and exceed customers service expectations.

* Work in conjunction with other departments to resolve customer issues.

* Resolve customer account issues and adjust accounts, as necessary with verification from management.

* Maintain a positive work atmosphere with a culture of respect for others.

* Protect organization's value by keeping information confidential.

* Perform other incidental and related duties as required and assigned.

* Maintain a working knowledge and be in compliance with corporate standards for business conduct and federal antitrust laws.

* Adhere to Cellofoam North America Inc. company focus areas safety, financial, customer, and people.

**Position Requirements:**

* 1+ years of experience in customer service or help desk capacity required. Experience working with a sales team is a plus.

* Must possess a professional demeanor and telephone etiquette.

* Excellent verbal & written communication skills.

* Must be organized and detail oriented with the ability to multi-task.

* Possess proven analytical/problem solving solutions for the customer and the company.

* Computer proficiency in Windows and Microsoft applications; other systems

* Must possess excellent customer service and data entry skills.

* General knowledge of office functions.

* Must work efficiently and effectively, both independently and as a team, to meet or exceed call center standard.

* Ability to identify issues, make decisions, and resolve problems.

* Must be able to react well under pressure and treat others with respect.

* Additional skills may be required to perform additional task(s) specific to work location, department or line of business

**Other Duties** Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

*This Position Description is intended as a summary of the job responsibilities for this particular position. Cellofoam North America Inc. (the Company) reserves the right to add, remove, and/or alter job responsibilities in whole or in part with or without notice. This Position Description is not a contract. Every employees employment with the Company is voluntary and is subject to termination by the employee or the Company at will, with or without cause, and, with or without notice, at any time. Nothing in this Position Description or Company policies shall be interpreted to be in conflict or to eliminate or modify in any way the employment-at-will status of the Companys employees.*

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

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