Customer Service Representative

<p>The <strong>Customer Service Representative </strong>is responsible for delivering exceptional customer support via voice and email channels. This role requires strong communication skills and the ability to handle inquiries from <strong>Territorial Representatives</strong>, address escalated cases, and provide effective resolutions. The ideal candidate is a problem-solver who is committed to ensuring customer satisfaction through accurate and timely assistance.</p><p></p><p><strong>Key Responsibilities:</strong></p><p></p><p><strong>Customer Support:</strong></p><ul> <li>Handle inbound and outbound calls professionally, ensuring a high level of customer service.</li> <li>Respond to customer inquiries via email with clear, accurate, and timely communication.</li> <li>Assist <strong>Territorial Representatives</strong>&nbsp;with product-related inquiries, order statuses, and service requests. There will be occasions that customers will be routed to inbound calls.</li> <li>Maintain a positive and empathetic attitude toward customers at all times.</li> </ul><p></p><p><strong>Escalation Management:</strong></p><ul> <li>Process and resolve escalated cases efficiently while adhering to company guidelines.</li> <li>Investigate customer concerns and provide effective solutions within the required timeframe.</li> <li>Collaborate with internal teams to resolve complex issues and ensure a seamless customer experience.</li> </ul><p></p><p><strong>Data &amp; Documentation:</strong></p><ul> <li>Accurately document customer interactions, inquiries, complaints, and resolutions in the system.</li> <li>Ensure all customer data and transaction records are updated and maintained as per company policies.</li> <li>Prepare and submit reports related to customer service performance and escalations.</li> </ul><p></p><p><strong>Process Improvement:</strong></p><ul> <li>Identify recurring customer issues and recommend process enhancements.</li> <li>Stay updated with company policies, products, and procedures to provide the best support.</li> <li>Participate in team training and continuous learning initiatives.</li> </ul><p><strong>Requirements</strong></p><ul> <li> <strong>Education:</strong>&nbsp;College Degree or equivalent.</li> <li> <strong>Experience:</strong>&nbsp;Minimum <strong>1-2 years of customer service experience</strong>&nbsp;in voice and email support.</li> <li> <strong>Technical Skills:</strong>&nbsp;Knowledge in Microsoft Office Suite (Outlook, Excel, Word) and CRM software.</li> <li> <strong>Communication Skills:</strong>&nbsp;Excellent verbal and written communication skills in English.</li> <li> <strong>Problem-Solving:</strong>&nbsp;Ability to analyze situations, identify problems, and develop solutions effectively.</li> <li> <strong>Time Management:</strong>&nbsp;Strong organizational skills with the ability to manage multiple tasks efficiently.</li> <li> <strong>Customer Focus:</strong>&nbsp;Ability to handle challenging situations professionally and provide customer-centric resolutions.</li> <li> <strong>Team Player:</strong>&nbsp;Ability to collaborate and work well within a team-oriented environment.</li> </ul><p><strong>Benefits</strong></p><ul> <li>HMO with 1 free dependent upon hire</li> <li>Life Insurance</li> <li>20 PTO credits annually</li> <li>VL and SL cash conversion</li> <li>Annual Performance-Based Merit Increases and Employee Recognition</li> <li>Great Company Culture</li> <li>Career Growth and Learning</li> </ul>