Customer Service Representative

Job Description

Customer service representative, or CSR, that provides extraordinary customer service and attains first contact resolution via phone interactions consistently. A CSR primarily will act as a liaison, provide product/services support and resolve any emerging problems that our callers might face with accuracy and efficiency. Our CSR’s are patient, empathetic, effective listeners and communicators. Therefore, Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Problem-solving comes naturally to our CSRs. They are confident in product knowledge, troubleshooting, and resourceful when they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction. If this sounds right for you, provide 2 or 3 specific dates and times to be considered and scheduled for an Interview.

Responsibilities:

Manage incoming calls.

Identify and assess customers’ needs to achieve satisfaction.

Build sustainable relationships and trust with customer accounts through open and interactive communication.

Provide accurate, valid, and complete information by using the right methods/tools.

Meet personal/customer service team guidelines and call handling metrics consistently.

Keep records of customer interactions, process customer accounts, and file documents

Follow communication procedures, guidelines, and policies.

Must reside in one of the approved states (Alabama, Alaska, Arizona, Arkansas, Florida, Georgia, Idaho, Iowa, Kansas, Kentucky, Louisiana, Maine, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, West Virginia, Wyoming.

Skills

Customer service experience is preferred but retail experience is welcome.

Phone support experience, effective communication & active listening skills.

Customer orientation and ability to adapt/respond to different types of characters.

Proficiency in multi-database management.

Strong time-management and goal-setting skills.

Team environment experience preferred.

The ideal candidate must provide the following:

Windows 11 Computer (Desktop or Laptop) with a built-in Ethernet port; WiFi is not permitted. NOTE: All-in-one desktops are not permitted.

CPU Processor: Intel “I” class processor or better, or AMD APU class or better, clocked at Dual-core 2.8 GHz or better. NOTE: Atom, Celeron, Pentium, and Opteron processors are not permitted.

Hard Drive Capacity: 30 GB or more of available space 60 GB or more of total space.

RAM: 8 GB of RAM is strongly recommended.

High-Speed Internet with a local cable/DSL provider (Wifi is not a secure connection and is prohibited) Minimum 30 Mbps download / Minimum 10 Mbps upload.

Hard-wired telephone service may be requested. Digital Telephone is acceptable.

USB Headsets with background-noise canceling microphones are mandatory. Wireless headsets are not permitted.

USB (corded) keyboard & mouse (wireless peripherals are not supported)

USB 3.0 port 3 is recommended.

Smartphone or other Mobile Device is required for multi-factor authentication and other security verification processes (with a working camera).