Customer Service Representative

Job Description

Mr. Shrinkwrap is seeking a Customer Service Representative who will take inbound calls, and follow up on customers inquiries for sales and service to ensure their satisfaction. We are looking for someone who is genuinely excited to help customers. Someone who is patient, empathetic, and passionately communicative. Customer feedback is priceless, and our CSRs gather that information and apply it accordingly. Problem-solving also comes naturally to this person. They are confident at troubleshooting and investigate if they dont have enough information to resolve the situation at hand. The CSR will have an opportunity to make an immediate impact on the service we provide our customers. Our target is to ensure excellent service standards & respond efficiently to customer concerns while maintaining the highest levels of customer satisfaction! You are on Mr. Shrinkwrap’s front line and are our brand ambassador building rapport, trust, and customer loyalty.

Responsibilities & job expectations for the CSR will include:

Handling inbound calls and emails with enthusiasm and a passion for customer service

Proactively reaching out to customers via phone and e-mail to bolster high levels of satisfaction and engagement

Driving positive ratings for our company through social media reviews, surveys, and other means of customer feedback.

Working with all departments to improve overall customer satisfaction

Addressing both positive customer feedback as well as concerns, in a sensible manner, and with empathy and a positive attitude.

Support business growth and key objectives

Providing various status reports

Seeking ways to contribute to the companys overall success

Managing our customer referral program

Achieving individual and team performance goals related to customer satisfaction, customer retention, and profitable company growth

Looking for ways to better our service levels and improve the customer experience

Providing innovative feedback to management to continue to better the department and process

Support the business through additionally assigned tasks or projects

Requirements

Strong problem-solving skills; gathers and analyzes information skillfully

Excellent written and verbal communication skills, especially the ability to listen and comprehend effectively

Capable of managing difficult or emotional customer situations and building rapport

Ability to understand and escalate issues efficiently and appropriately

Prioritize effectively within tight schedules and a fast-paced environment

Enthusiasm and positive attitude

Strong work ethic and customer service orientation with high integrity and ethics

Commitment to professionalism, follow-through, and attention to detail

Strong internet and computer skills

Benefits

Health insurance

Paid time off

Dental insurance

401(k)

Vision insurance

401(k) matching