CS AGENT

1-800-PACK-RAT LLC•Wake Forest, NC

About The Position

A Customer Service Agent will answer incoming calls from customers who want to place orders, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information. You will be a member of the primary contact team for consumers interested in the products we offer and will be responsible for assisting them in completing purchases online and over the phone. You will also inform customers of the product terms and features and project a professional company image through voice and online interactions.

Requirements

Proficient in relevant computer applications (Microsoft Word, Excel, Teams, and Outlook)
Knowledge of customer service practices and principles
Excellent data entry and typing skills
Ability to work in a call center environment
Ability work independently, to multitask and prioritize daily responsibilities
Strong organizational skills
Ability to handle stressful situations appropriately
Must be customer focused and enjoy working with the public
Excellent written/verbal/listening skills to communicate and interact effectively with customers via phone, email, and chat technology
Detail oriented
Proactive in problem solving
Ability to succeed in a fast-paced customer service environment
Ability to work between 40-50 hours per week
High School Diploma or equivalent
Minimum of one (1) year experience in sales, customer service, retail, or marketing

Nice To Haves

Knowledge of moving/storage or logistics industry is a plus
Call center or telemarketing experience is a plus

Responsibilities

Schedule appointments, identify customer needs, and market appropriate products and services
Answer a high volume of inbound calls in a supportive call center environment for current customers needing scheduling and account management
Make outbound follow-up calls to existing customers
Use problem solving skills to ensure customers have a positive moving experience
Identify and escalate issues to supervisors
Provide product and service information to customers
Research information to answer customer inquiries
Research, identify, and resolve customer complaints using applicable software
Process orders, forms, and application
Route calls to appropriate resources
Document all call information according to standard operating procedures
Recognize, document, and alert the management team of trends in customer calls
Complete call logs and reports
Perform additional responsibilities as requested. Essential duties, responsibilities and activities may change at any time, with or without notice