Customer Service Specialist

Customer Service Specialist

As a Customer Service Specialist, your mission will be to act as a representative of our company to provide top quality service to our customers. Your primary responsibilities include following established processes and systems to ensure that customer care standards are met or exceeded for every customer contact. You will maintain a positive, empathetic, and professional attitude toward customers at all times.

You will develop a strong knowledge of our product portfolio and procedures, demonstrate 100% follow through in every commitment in an effort to provide one call resolution, and effectively communicate additional promotions and services we offer.

You will process customer orders in a courteous, efficient, timely manner with minimal errors. You will properly document customer complaints and concerns immediately and facilitate satisfactory resolution. You will communicate effectively with leaders including the Customer Service Supervisor & Manager, regularly attend and participate in team meetings, and participate in ongoing training and development to improve the knowledge and skill required to better serve our customers.

Other duties as assigned by Manager.

Specific duties include providing quality customer service by answering incoming customer calls and entering orders, responding to customer questions/concerns, communicating with customers through various channels (phone, email, chat), engaging with clients in a friendly and professional manner while actively listening to their concerns, offering support and solutions to customers in accordance with the company's customer service policies, identifying customer questions, complaints, concerns, and providing sufficient answers and solutions to all customer queries, redirecting customers to appropriate departments and teams when necessary and following up with callers on complaint/question status, ensuring resolution, and collaborating with team members and other company departments to ensure overall customer and product satisfaction.

Goals include quality assurance, transactions per hour, accessibility, answered interactions, attendance, and development & training.

Location:

100% onsite with possible future hybrid.

Work hours:

TBD either 6:00-3:00 or 7:00-4:00 PT.

Specific skills needed:
Type min of 35 wpm, 10 key by touch, able to communicate via email or chat in a professional manner, and able to multitask.