Customer Service Representative-Hybrid

Job Description

The Coats Company is a dynamic and customer focused organization dedicated to delivering exceptional service. We are currently seeking a motivated and enthusiastic individual to join our team as a Customer Service Agent. This is a full-time position.

As a Hybrid-Customer Service Agent, you will be the first point of contact for our valued customers. Your primary responsibility will be to provide outstanding assistance, address inquiries in a timely manner, and resolve issues to ensure a positive customer experience. This role involves effective communication skills, problem solving skills and a commitment to maintaining high customer satisfaction.

Key Responsibilities:

Maintain high customer service standards to attract and retain customers

Handle customer inquiries via phone, email and chat

Respond to all inquiries, issues, and complaints in a timely manner

Manage high inbound and outbound call volumes in a timely manner

Utilize case management tools to track, document and manage customer cases

Receive and process domestic and export orders from customers and distributors

Distribute literature on company products as requested

Advise customers of order status or dispatch work orders

Dispatch service technicians to repair equipment as needed

Resolve customer issues and needs in a professional manner

Process shortages, damages, or product service needs

Document and update customer records

Provide quotes as needed

Invoice and process payments including credits and debits as required

Must be able to back up team members and keep a positive, supportive attitude towards the company, job, customers, and co-workers

Consistently meet or exceed company expectations for productivity and accuracy levels

Other duties as assigned

Qualifications:

High school diploma or GED equivalent required; relevant college courses and/or degree preferred

Minimum 2 years customer service; 3-5 years preferred

Contact Center experience preferred

CRM system experience preferred

Outstanding customer service and people skills

Demonstrated excellent oral and written communication skills

Exceptional organization and time management skills

Ability to effectively prioritize work and handle multiple projects

Experience navigating multiple computer screens and programs while interacting with customers

High level of integrity and professionalism

Proficient PC skills; experience with Window-based computer applications

Excellent analytical skills

Team oriented

Must be able to work assigned 2 days onsite in office and 3 days remote

The Coats Company is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law.

Powered by JazzHR

D7a7UZLilu