Customer Service Representative

NEW GENERATION WELLNESS•Colorado Springs, CO

1d•$20 - $28

About The Position

As an Inside Sales & Customer Success Representative, you'll be pivotal in fostering relationships through clear communication across various platforms, ensuring stakeholders are aligned with inventory and delivery updates, and maintaining precise data in the ERP system. You'll tackle customer issues with critical problem-solving skills, aiming for efficient resolutions and driving revenue growth through upselling and proactive business development. Emphasizing empathy and courteousness, your role involves actively listening to and addressing customer concerns, thereby enhancing satisfaction. Additionally, profound product knowledge will enable you to guide customers effectively, tailoring solutions to meet their unique needs and promoting product awareness.

Requirements

4 plus of experience in customer service, call center, sales desk or order taking experience. A combination of education and experience will be considered.
Must be able to learn product features and respond to questions.
Ability to read and comprehend instructions, correspondence, and memos.
Ability to compose correspondence, effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Intermediate to advanced level with MS Office (Word, Excel and Outlook)
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
Strong Customer Service Skills, ability to project a positive demeanor and overcome negativity during phone conversations.

Nice To Haves

Associates or bachelors degree Preferred
Three (3) plus years experience in customer service, call center, sales desk and order taking experience.
Desire and ability to be a continual learner.

Responsibilities

Engage with internal and external stakeholders through various channels (email, phone, chat) to understand their goals, challenges, and pain points.
Completes daily CSR tasks; provides support to the department through additional tasks and relationships.
Partner with internal operational teams to communicate inventory status and special delivery needs and changes.
Ensure that price lists, contracts, billbacks, promotions, returns and general logs are accurately maintained in the ERP system.
Solicit sale of new or improved products by performing suggestive selling techniques.
Lead interactions with existing customers to discuss services, products, orders and respond to their inquiries.
Develop new business opportunities with existing customers by leveraging relationships and networking.
Create upselling and cross-selling opportunities.
Troubleshoot, analyze, and provide timely solutions to customer issues.
Respond to general inquiries regarding order tracking, billing, returns, etc.
Identify root-cause and suggest process improvements to prevent recurrence.
Identify opportunities to support sales activities and drive revenue growth.
Liaising with internal stakeholders and following up with external customers on all account-related concerns.
Collaborating effectively with business development, quality and production to ensure customer expectations are exceeded.
Listen patiently to customer concerns and act in a manner that deescalates negative interactions.
Inform customers of new or improved products.
Provide assistance and guidance to customers on the purchasing of products.
Understand the functions and benefits of the company’s products and the customers’ current product set and recommend additional products to complement the set.