CSR (55083)

SEER GROUP•Kirkland, WA

4d•Onsite

About The Position

The Customer Service Representative will deliver the highest level of quality of service to our customers. This role involves managing customer orders, providing support, and resolving issues in a timely and accurate manner. The representative will establish and maintain accurate account details, process returns and warranty claims, and handle customer complaints. They will also be responsible for answering incoming service calls, contacting customers to schedule service appointments, and performing outbound calls to existing customers. Creating service tickets, scheduling appointments, and reviewing customer account information are key functions. The role requires interacting with customers via phone, email, online chat, or in person, collecting and entering orders, and fielding customer questions and complaints. When issues are beyond the representative's knowledge, they must be escalated to the appropriate staff. Ensuring customer problems are resolved and maintaining customer accounts with detailed records of interactions are essential.

Requirements

Requires a high school diploma and/or equivalent.
Must have experience with Microsoft Office Suite.
Excellent communication skills including active listening.
Strong written and verbal communication skills.
Service-oriented and able to resolve customer grievances.
Ability to handle sensitive customer concerns while proactively recommending solutions that meet the customer and company needs.
Ability to prioritize tasks according to importance in a fast-paced environment.

Nice To Haves

Previous customer service experience is preferred.

Responsibilities

Acknowledge, confirm, enter, process, and monitor customer orders.
Provide frequent order status updates to customers and sales representatives.
Provide customer support electronically or by phone in a timely and accurate manner.
Establish and maintain accurate account details for customers.
Process returns, including warranty claims, for customers.
Deescalate and handle customer complaints.
Answer incoming service calls in the order that they were received.
Contact customers to schedule timeframes for our technicians to service their equipment.
Perform outbound calls with existing customers.
Create service tickets and schedule appointments accurately.
Review customer account information.
Interact with customers via phone, email, online chat, or in person to provide support and information on products or services.
Collects and enters orders for new or additional products or services.
Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
Ensures appropriate actions are taken to resolve customer problems and concerns.
Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
Other duties as assigned.