Client Support Specialist

1 week ago


Warren, Ohio, United States CooperCompanies Full time

Position Overview: As a Customer Service Representative at CooperCompanies, you will play a vital role in delivering outstanding customer support within a dynamic call center setting. Your primary responsibilities will encompass managing customer inquiries, assisting with order processing, handling returns, and effectively resolving customer concerns.

Key Responsibilities:

  • Possess comprehensive knowledge of the company's product offerings, pricing structures, and promotional details to provide accurate assistance to customers.
  • Respond to all incoming customer inquiries, ensuring precise information and swift resolutions are provided.
  • Facilitate order processing received through various channels, including phone, fax, email, and EDI, to guarantee customer satisfaction.
  • Oversee customer return processes by accurately entering data and following up to confirm that refunds are issued as required.
  • Address and document product and service complaints, collaborating with relevant departments to investigate and resolve issues.
  • Provide initial support for service and repair inquiries, assisting customers in troubleshooting and resolving issues promptly.
  • Maintain high service quality standards by monitoring call queues, order processing times, and accuracy levels.
  • Act as a resource for operational queries and information pertinent to your responsibilities.
  • Communicate any procedural or service-related challenges to management for timely resolution.
  • Compile and share relevant information to improve company operations as necessary.
  • Adhere to the designated schedule, focusing on work-related tasks while minimizing distractions.
  • Perform additional duties as assigned by management to support overall business operations.

Qualifications: A minimum of 3 years of experience in a call center environment, strong interpersonal skills, collaborative work ethic, excellent data entry and organizational skills, proficiency in Microsoft Office applications, basic knowledge of Microsoft Access and Excel, a background in customer service or a related field is advantageous, and the ability to engage effectively with various stakeholders.



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