Customer Services Representative

Customer Services Representative

The primary function of the Customer Services Representative is to interact with customers and provide accurate information regarding products and services, while resolving inquiries and complaints in a professional and timely manner. The role involves identifying customer issues, offering appropriate solutions, and ensuring proper follow-up when needed. This position may include inbound, outbound, or a combination of customer interactions.

• Review and approve resolutions for customer service and billing complaints, including authorizing refunds, exchanges, and billing adjustments
• Serve as an escalation point for complex customer issues and ensure timely resolution
• Route unresolved complaints to appropriate departments for further investigation and follow-up
• Review, monitor, and audit customer interaction records, ensuring accurate documentation of inquiries, complaints, and actions taken
• Investigate and validate customer complaints by analyzing all relevant information and identifying root causes
• Support sales efforts by promoting or upselling additional products and services when appropriate
• Maintain accurate records of all customer interactions and transactions

• Strong verbal and written communication skills
• Excellent attention to detail and accuracy in documentation
• Strong customer service and interpersonal skills
• Ability to work independently and manage time effectively
• Strong organizational and problem-solving abilities
• Ability to provide guidance, support, and constructive feedback when needed
• Proficiency in Microsoft Office applications (Word, PowerPoint, etc.)

• High School Diploma or GED required
• Prior experience in customer service or a related support role preferred