Customer Service Reps
About The Position
This position is responsible for handling customer questions, taking inbound calls, making outbound calls, provide information about Client products and delivery of exceptional levels of customer satisfaction, provide information related to client's warranty as well as assist customers with repairs and replacement parts. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The weight limit for lifting, pushing, and pulling should not exceed 10 lbs. The duration required for standing and/or sitting is up to 7 hours, with standing as needed. This is a full-time position, which is a 40-hour work week. Hours of work and days will be one of the following: 8:00am-5:00pm Monday through Friday. Occasional evening and weekend work may be required as job duties demand. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Requirements
- High School Diploma.
- Excellent interpersonal, written and verbal communication skills required.
- Ability to ask probing questions, understand concerns and overcome objections.
- Possess a friendly attitude and be able to work in a team environment.
- Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
Nice To Haves
- Previous call center experience recommended.
Responsibilities
- Utilize appropriate telephone etiquette and techniques to respond to customer calls promptly, courteously, and professionally.
- Handle customer inquiries telephonically, by email, chat and SMS.
- Respond to customer calls and emails promptly, as required.
- Document all calls information in SAP, APTOS, ReverseLogix and Gladly according to standard operating procedures
- Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
- Ensure that customer credit card information remains confidential and is safeguarded against unauthorized access.
- Support of established eCommerce goals and integration of eCommerce into daily operations.
- Ensure all customer issues are resolved in an appropriate and timely manner within company guidelines.
- Ensure all orders are processed to meet service expectations.
- Demonstrates extensive knowledge of all product lines, including materials, colors, and functions. Proactively suggests alternative products when an item is unavailable.
- Makes effective independent decisions representing day-to-day issues.
- Ensure compliance with applicable occupational safety and health regulations.
- Enhances the organization's reputation by demonstrating accountability in fulfilling diverse requests and proactively seeking opportunities to enhance the value of job contributions.
- Proper use of and understanding computer systems (APTOS, Gladly, SAP, ReverseLogix, Live Chat, UPS/UPS CampusShip)
- Work closely with the repair operations department in Georgia to ensure that repairs are completed on a timely basis.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
