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Customer Service Representative I

2 months ago

Grand Rapids, United States Baudville Brands Full time

Position: Customer Service Representative I Location: Grand Rapids, MI Job Id: 276 # of Openings: 1 CUSTOMER SERVICE REPRESENTATIVE ABOUT THE OPPORTUNITY: Responds to customer inquiries by telephone, email, and chat to provide resolution and facilitate order fulfillment. This role enters appropriate data into systems. They will use various software applications including internal and external websites, telephone systems, CRM applications, and other resources. All transactions must be conducted accurately, courteously, and in a timely manner. DUTIES AND RESPONSIBILITIES: Resolve all inbound customer inquiries via phone, web, chat & email, promptly to completion. Follow all policies and procedures to ensure accuracy and consistency. Problem-solve and handle all issues appropriately. Ability to meet and exceed all monitoring criteria and utilize feedback for further development. Obtain specific information and keep records of all customer communication in the JOT2 note fields. Have knowledge of all product lines to be able to efficiently and effectively communicate options and appropriate products to customers. Support company, team, and individual goals. Understand and carry out instructions and duties as assigned by Leadership. IDEAL CANDIDATE TRAITS: Highly motivated and professional with excellent communication skills, confident and goal/deadline oriented. Strong computer skills and proficiency in Excel and Word, as well as display competency in our company software and products. Customer service experience with strong follow-up skills and attention to detail. Willing and able to support the needs of the business (phone support, service emails, web orders, etc.), establish and maintain working relationships with team members and those contacted within the course of the workday. Demonstrate strong customer focus and commitment to quality. KEY MEASURES OF SUCCESS: Must be highly detail-orientated to achieve a 99.85% accuracy rate or better for all entered orders. Process 100% of web orders in a timely manner to allow same day shipping SLA’s to be met, as promised in our marketing materials. Contribution towards department service level goal of answering each call within 15 seconds 92% of the time or greater. Follows call flow and consistently scores 90% or higher on monitored calls. REQUIREMENTS: High School Diploma or equivalent 2-5 years of customer service experience desired. Position is mainly sedentary. Must be able to work in an on-site office environment with a sustained posture in a seated position. Requires attentiveness and computer operation for prolonged periods. At Baudville Brands, we offer a challenging but rewarding work environment where employees respect and recognize each other. We are dedicated to workforce diversity and a drug- and smoke-free workplace. Baudville Brands is an Equal Opportunity Employer and does not discriminate on the basis of age, gender, race, religion, color, national origin, marital status, genetic information, height, weight, sexual orientation, gender identity, veteran status, disability or any other protected characteristic. We welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview process a great one, please let us know. #J-18808-Ljbffr