Customer Service Representative

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• Job Description - Customer Service Representative

Fiber Optic Center, Inc. (FOC) Customer Service Representatives work in a fast-paced environment answering inbound and making outbound calls. They are responsible for obtaining, analyzing, and verifying order information received from quote requests, orders, and inquiries. When our customers come looking for answers, Customer Service is there to provide solutions.

Resolving product and/or service issues is accomplished by clarifying the customer’s issue, determining the cause of the problem, selecting and communicating the best solution, expediting correction or adjustment, and following up to ensure resolution.

We are looking for a motivated and well-spoken individual to join our team. You should be able to support the sales process, work proactively on the behalf of the customer, and manage time effectively. To be successful as a Customer Service Representative, you should be able to build instant rapport and achieve customer satisfaction through skills of empathy and listening for effective communication.

Training will be provided.

• Serving customers
  • Providing product and service information
  • Resolving product and service problems
• Communicating with customers
• Answering potential customers’ questions and sending additional information
• Maintaining database for proper order processing, billing, and special requirements.
• Product sourcing and scheduling with a variety of vendors to meet customers’ needs.
• Collaborating with and supporting the Sales Team to ensure the customer receives all details.
• Contributing and coordinating with the Customer Service Team through related task completions.
• Staying informed about industry and products.
• Strategizing with team members to innovate and improve the overall process
• Constant Pursuit of Improved Listening Skills and Effective Communication Techniques
• Understanding the products and services we sell (and the brand behind them).

• Excellent communication skills, both oral and written.
• Good organizational skills and the ability to multitask.
• Excellent phone and conflict resolution skills.
• Analytical and problem-solving skills with attention to detail
• Product Knowledge
• Ability to achieve targets
• Stellar Critical-thinking and Time-management skills
• Proficient computer and documentation skills and knowledge of Microsoft Office
• CRM software such as  is helpful
• Work well independently and as part of a group
• Ability to adapt and be flexible in a rapidly changing environment, be patient, accountable, proactive, take initiative and work effectively on a team
• Fiber Optic Center offers a benefits package which includes comprehensive medical, dental, life and worker’s compensation insurance as well as paid holidays, vacation and sick time. A 401k retirement plan is also available with possible profit-sharing opportunities.

• New Bedford, MA.

• Full-time

• Yes

We need innovative thinkers who want to change the world and be part of the next industrial revolution (internet of things, IOT).

Fiber Optic Center, Inc., (FOC) is an international stocking distributor helping our customers make the best cable assemblies in the world. These cables go into global systems supporting current telecommunications and will enable IOT for the future. Based on years of global experience and on our teammates’ vast manufacturing knowledge, we have become highly specialized technical experts, an industry leader, and preferred choice for most of the world’s top fiber professionals.

We have developed industry connections to the most innovative optical products and technologies. Headquarters out of southeastern Massachusetts, conveniently linked to both Providence, RI and Boston, MA. We are the trusted resource globally for fiber optic components, equipment, supplies, latest technologies, innovative automations, and industry talent.

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