Customer Service Representative

C&A MARKETING INC•Edison, NJ

39d•$19 - $21•Onsite

About The Position

We are looking for skilled Customer Service Representatives to work in our Edison, NJ office. The Customer Service Representative position involves connecting people with the top of the line equipment and assisting them in choosing the right cameras, camera equipment, and audio systems to match their experience. The Customer Service Representative provides technical support, customer service and support to customers via email, phone and live chat. This includes warranty and post warranty activities. This position reports to the Director of Customer Service and Technical Support.

Requirements

High School Diploma or GED preferred
1-3 years of working in a customer service field or hospitality
Must be able to type up to 65 WPM (words per minute) and have autonomous computer knowledge
Must be computer savvy and knowledgeable in Microsoft Office (Word, Excel, etc.)
Solid technical skills and knowledgeable of electronics and terminologies
Exceptional communication skills with customers and team members, friendly pleasant demeanor over email and phone
Ability to solve analytical issues, research products, solve delivery problems and quickly learn our proprietary systems for managing customers, orders and fulfillment
Adaptability and flexibility working constructively under pressure, responding resourcefully to change and maintain a confident and constructive outlook despite challenges, frustrations
Professional, polite, well-mannered demeanor
Must be resourceful, work as a team player as well as independently
Regular, predictable attendance is an essential job function
Able to work the standard work hours and occasional weekends
Able to follow company policy and procedures
Must be 18 years or older and eligible to work in the US
Must be able to read, write and speak English
Must pass a Background Check
Must be able to lift 10-20 lbs, sit for extended periods of time, stairs, reach, twist, bend, stretch, climb, walk and/or run
Must be able to work shift hours and seasonal changes based on the needs of the business
Must be able to work in an office setting
Must be able to work in a fast paced environment
Must have reliable transportation and able to report to the Edison offices - this is not a telecommute role

Nice To Haves

Experience working in a fast paced environment and/or call center is a plus
Exceptional interpersonal skills, speaks clearly and confidently, and with empathy and understanding of the customer’s situation
Have experience handling a high volume workflow, with ability to multitask

Responsibilities

Handle inbound/outbound phone calls, emails and chats from online customers
Work with customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status and back order inquiries, problem resolution, and any other issues that may arise from the order fulfillment process
Meet customer satisfaction, efficiency metrics and issue resolution targets, exceeding customer expectations, building customer loyalty and taking advantage of sales opportunities when appropriate.
Partner with various internal departments to meet our customers’ needs
Help customers navigate our websites and place orders online
Provide knowledgeable answers to questions about products, pricing and availability
Process warranty claims, clear work orders, and fulfill parts requests
Recognize, document and alert supervisors of trends in customer calls and emails
Able to adapt to the growing needs of the department/company as seen fit by management
Investigate and respond to chargebacks and disputes thru Amazon and eBay
Verify customer account and ordering information
Understand and resolve customer questions, concerns, issues and needs
Track deliveries, inventory, pricing and ensure all customers’ needs are met
Manage customer issues, ensuring 100% customer satisfaction including but not limited to telephone and email follow up
Document customer problems and input into company CRM system
Demonstrate product functionality and provide technical support to customers
Develop and maintain client relationships by treating customers, coworkers, vendor suppliers with respect and professionalism
Contact and follow up with new and existing customers
Continually updating personal knowledge of new products or modifications to existing product lines and various warranty policies
Entering detailed conversations into Customer Response Management system