Position Summary

The Customer Service Representative is responsible for providing exceptional service to customers by answering inquiries, resolving issues, processing orders, and ensuring a positive customer experience. This role serves as a primary point of contact and works collaboratively with internal teams to address customer needs efficiently and professionally.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, and other communication channels.
• Provide information regarding products, services, policies, and procedures.
• Resolve customer complaints, concerns, and issues in a timely and professional manner.
• Process orders, returns, exchanges, and service requests.
• Enter and maintain accurate customer information in company systems and databases.
• Track and document customer interactions and resolutions.
• Escalate complex issues to appropriate departments when necessary.
• Follow up with customers to ensure satisfaction and issue resolution.
• Meet performance metrics related to response times, customer satisfaction, and productivity.
• Maintain knowledge of company products, services, and industry updates.
• Support administrative and operational tasks as assigned.

Qualifications

• High school diploma or equivalent required.
• Previous customer service, call center, retail, hospitality, or administrative experience preferred.
• Proficiency in Microsoft Office Suite, including Outlook, Word, and Excel.
• Strong verbal and written communication skills.
• Excellent problem-solving and conflict-resolution abilities.
• Ability to remain professional and empathetic in challenging situations.
• Strong organizational and multitasking skills.
• Ability to work independently and as part of a team.

Preferred Skills

• Experience with CRM systems such as Salesforce, HubSpot, or Zendesk.
• Data entry and record management experience.
• Strong active listening skills.
• Ability to de-escalate customer concerns effectively.
• Experience in a high-volume call center or customer support environment.

Physical Requirements

• Ability to sit and work at a computer for extended periods.
• Frequent use of a telephone and computer equipment.
• Ability to occasionally lift up to 20 pounds.