Customer Service Representative

Position Summary

The Customer Service Representative is responsible for providing excellent customer support by answering inquiries, resolving issues, and ensuring a positive customer experience. This role involves communication via phone, email, chat, or in-person, and requires strong problem-solving skills and professionalism.

Key Responsibilities

1. Customer Support

• Respond to customer inquiries via phone, email, or chat in a timely manner.
• Provide accurate information regarding products, services, and policies.
• Handle customer complaints and provide appropriate solutions.

2. Issue Resolution

• Identify customer needs and provide the best possible resolution.
• Escalate complex issues to supervisors or technical teams when necessary.
• Follow up with customers to ensure issues are fully resolved.

3. Documentation & Reporting

• Maintain detailed records of customer interactions in CRM systems.
• Update customer accounts and process orders, returns, or requests.
• Generate daily/weekly reports as needed.

4. Product & Policy Knowledge

• Stay updated on company products, services, and new launches.
• Understand and communicate company policies clearly to customers.

5. Team Collaboration

• Coordinate with sales, operations, and technical teams to resolve customer issues.
• Participate in team meetings, training, and performance reviews.

Required Skills & Qualifications

• High school diploma or equivalent; associate degree preferred.
• Strong communication skills (verbal & written).
• Ability to multitask, prioritize, and manage time effectively.
• Basic computer skills; familiarity with CRM tools (Salesforce, Zendesk, Freshdesk).
• Positive attitude and customer-focused mindset.