Customer Service Representative, Customer Experience

 

Address inbound customer questions and concerns arriving via phone and email
Own the entire interaction with that customer and provide total resolution for their needs Work with other associates, product managers, and partners to gather information, resolve customer needs, and improve processes Investigate and resolve customer inquiries related to their orders or shipments Update systems and document all interactions with customers, associates, and partners Provide order status, check inventory, schedule returns, file shipping claims, notate accounts, troubleshoot problems, handle complaints, and assist with billing inquiries Efficiently and professionally communicate with customers and assist them with their needs Strong phone contact handling and active listening skills Excellent written communication and comprehension Skilled at consistently providing outstanding customer service and following through on responsibilities or promises made to customers Independent decision-making skills with the ability to handle and resolve complex issues Conversational, patient and confident demeanor with a positive attitude Ability to stay composed and objective with an angry customer, and de-escalate issues as needed Motivated to create and perpetuate a team environment in the workplace and among other associates Demonstrated ability to complete projects and assignments accurately in a fast-paced environment Ability to use Windows based systems, digital soft phones, and familiarity with CRM systems and practices

2+ years previous customer service experience in a phone / email contact center
High school diploma or GED Experience in a performance-based or metric-driven environment