Customer Service Representative

Job Description

Case manufacturer in the city of Orange is in need of a customer service representative to work in office Monday-Friday 8:00 AM-4:30 PM. The duties will be as follows

Act as the company gatekeeper

Greet customers warmly and ascertain problem or reason for calling

Manage large amounts of incoming calls and professionally interact with customers on the phone, in person, and via email.

Identify and assess customers' needs to achieve satisfaction

Build sustainable relationships of trust through open and interactive communication

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

Meet personal/team sales targets and call handling quotas

Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution

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

Follow communication procedures, guidelines, and policies

Go the extra mile to engage customers

Open and maintain customer account tickets by recording account information

Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Recommend potential products or services to management by collecting customer information and analyzing customer needs

We will train on this

Prepare product or service reports by collecting and analyzing customer information

Contribute to team effort by accomplishing related results as needed

Resolve customer complaints via phone, email, mail

Use telephones to reach out to customers and verify account information

Assist with placement of orders, refunds, or exchanges

Advise on company information

Take payment information and other pertinent information such as addresses and phone numbers

Place or cancel orders

Answer questions about warranties or terms of sale

Suggest solutions when a product malfunctions

Utilize computer technology to handle high call volumes

Work with customer service manager to ensure proper customer service is being delivered

Close out or open call records

Compile reports on overall customer satisfaction

Read from scripts

Handle changes in policies or renewals

Customer service representative requirements:

Proven customer support experience

Track record of over-achieving quota

Strong phone contact handling skills and active listening

Familiar with CRM systems and practices

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

Excellent communication and presentation skills

Ability to multitask, prioritize and manage time effectively

High school diploma or equivalent; college degree preferred

Customer service representative skills & proficiencies (highly recommended):

Customer Service Skills

Product Knowledge

Quality Focus

Market Knowledge

Documentation Skills

Listening Skills

Phone Skills

Resolving Conflict

Multitask

Patience

Negotiation

Positive Attitude

Attention to Detail

People Oriented

Analysis

Problem Solving

Organizational Skills

Adaptability

Ability to Work Under Pressure

Computer SkillsCompany Description

Must be able to commute to job site on a daily basis.

Schedule is Monday to Friday.