Customer Service Specialist

Customer Service Specialist

Pacific Time Zone 100% Onsite but possible future Hybrid Temp but possibly temp to hire for right candidate (Temp to hire after 640 hours)

Work Hours:

TBD either 6:00-3:00 or 7:00-4:00 PT As a Customer Service Specialist mission will be to act as a representative of our company to provide top quality service to our customers.

PRIMARY RESPONSIBILITIES:

Follow established processes and systems to ensure that Customer Care Standards are met or exceeded for every customer contact. Maintaining a positive, empathetic, and professional attitude toward customers at all times. 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. Effectively communicate additional promotions and services we offer.

Process customer orders in a courteous, efficient, timely manner with minimal errors. Properly document customer complaints and concerns immediately and facilitate satisfactory resolution. Communicate effectively with leaders including the Customer Service Supervisor & Manager. Communications include updating them regularly to guarantee customer expectations are met and any problems or issues are addressed in a timely and professional manner. Regularly attend and participate in team meetings.

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:
Provide 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) Effectively communicate additional promotions and services we offer. Engage with clients in a friendly and professional manner while actively listening to their concerns Offer support and solutions to customers in accordance with the company's customer service policies Identify customer questions, complaints, concerns, and respectfully and professionally provide sufficient answers and solutions to all customer queries Redirect customers to appropriate departments and teams when necessary and follow up with callers on complaint/question status, ensure resolution Collaborate with team members and other company departments to ensure overall customer and product satisfaction Goals:
Quality Assurance 90% Rating on calls/emails/chat interactions Transactions Per Hour 8 Transactions per hour worked (6 for chat) Accessibility 85% Availability, minimize unnecessary off line time Answered Interactions 99% of Interactions are answered Attendance Compliance to the attendance policy Development & Training Completion of training and action steps