Email Customer Service Reps

TEKsystems•Minneapolis, MN

1d•$16 - $16•Remote

About The Position

This position is responsible for providing a variety of services to online shoppers through application of knowledge of our organization, its services and products, while using patience, professionalism and optimism with each member. Resolve problems by clarifying customers’ requests, questions, complaints, and frequently requiring analysis of situations to determine best use of resources. Maintain customer records by updating account information. This role is 90% email customer service and 10% chat. This team will specifically supporting Canada.

Requirements

High School Diploma or Equivalent required
Working knowledge of computer systems, email programs, and internet navigation
Ability to respond to customer inquiries with a high degree of professionalism and accuracy
Excellent communication skills, both verbal and written
Proficient problem solving ability
Strong word processing and typing skills
Ability to organize and prioritize multiple tasks
Accuracy with language and numbers
Working knowledge of MS Word and Excel
Persistence, determination, and a firm but friendly manner
High School Diploma/GED (resume)
1-3 years of customer service experience including chat or email (resume)
Knowledge of internet stores/shopping (IOI)
Ability to navigate the internet (IOI)
Knowledge of technical/keyboard short cuts (CTRL + C; CTRL + V) (IOI)
50 WPM (typing test)

Nice To Haves

Bachelor’s Degree or Equivalent preferred
2-3 years customer service experience preferred
Experience using customer relationship management (CRM) software preferable
Customer service experience in the high tech/internet industry preferred
55+ WPM
Bank or Teller Experience
Data entry experience
Any retail experience
Any experience working for internet based company

Responsibilities

Review support requests and clarify customer complaints.
Determine cause of problems.
Update customer accounts and records according to customer issues.
Select and explain the best solutions to solve problems.
Communicate with the team and others in the company to solve problems as needed.
Expedite corrections or adjustments.
Follow-up to ensure resolutions.
Recognize, document and alert manager of trends.
Recommend process improvements.
Provide on-the-job training for new employees.
Coordinate with merchant affiliate networks.
Extend valued member bonuses in cases of Cash Back denials.
Follow-up to ensure resolutions.