Customer Service Representative (End User Products Support)

Workforce Opportunity Services

7d•$1,280 - $1,280•Hybrid

About The Position

Workforce Opportunity Services (WOS) is a leading 501(c)(3) nonprofit dedicated to developing the skills of high-potential individuals who may not have access to career opportunities. Through strategic partnerships, WOS connects motivated talent with organizations seeking to expand their workforce with skilled professionals. Utilizing a scientifically-based model derived from research conducted at Columbia University, we recruit, educate, train, and place high-potential talent with leading organizations around the world. The Customer Service Representative for End User Product Support provides exceptional support via phone and/or email to customers using our consumer products. This role involves assisting customers with product inquiries, troubleshooting, order processing, and ensuring a high level of satisfaction. The ideal candidate is customer-focused, knowledgeable about our products, and adept at resolving issues efficiently.

Requirements

Fluent in English
Available to work full-time
Minimum 1-2 years of experience in customer service, preferably with consumer products.
Excellent verbal and written communication skills.
Strong problem-solving and analytical abilities.
Proficiency with CRM software and basic computer applications.
Ability to manage multiple tasks and prioritize effectively.
Positive attitude and a commitment to providing excellent customer service.
Able to successfully resolve a minimum of 75 work tickets per work day.

Responsibilities

Respond promptly and professionally to customer inquiries via phone and/or email.
Provide detailed information about product features, benefits, and usage.
Assist customers with product warranties.
Handle and resolve customer complaints with empathy and professionalism.
Issue refunds or exchanges as needed, following company policies.
Document and track recurring customer issues and report them to management.
Work closely with colleagues in customer service, sales, and technical support to ensure seamless service.
Participate in regular training sessions and team meetings to stay informed about product and policy changes.
Troubleshoot and resolve technical issues related to product usage and performance.
Guide customers through product setup and configuration.
Escalate complex technical issues to the appropriate technical support team when necessary.
Accurately log customer interactions and transactions in the CRM system.
Update customer records with relevant information and service history.
Maintain up-to-date knowledge of company products, including new releases and updates.
Provide feedback to product development teams based on customer insights and experiences.