The Customer Service Representative (CSR) supports the Company's customers by providing product and service information, addressing inquiries and resolving technical issues. This role is a hybrid role and requires in-person work at the warehouse 1-2 times a week to process returns.
ESSENTIAL FUNCTIONS:
Handle customer inquiries, orders, refunds, and complaints via phone and email.
Provide information about the products and services.
Troubleshoot and resolve product issues and concerns.
Good working knowledge of products and services.
Have a clear understanding of what claims you can and cannot make.
Process returns submitted to our warehouse.
File shipping claims.
Maintain productivity standards.
Build sustainable relationships and trust with customers through open and interactive communication.
Identifying and assessing customers' needs to achieve satisfaction.
Fields customer questions and complaints; when the issue requires escalation, the CSR will forward the issue to their supervisor or other appropriate staff.
Ensures that appropriate actions are taken to resolve customers' problems and concerns and follow-up with customer.
Maintains customer accounts and records of customer interactions with details of inquiries, complaints and comments.
Follows communication procedures, guidelines, policies and processes.
Performs other related duties as assigned.
SKILLS:
Service-oriented, (empathetic, responsive, patient, and conscientious).
Ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
Ability to evaluate, troubleshoot, and follow up on customer issues.
Self-starter, can organize themselves to work on their own without direct supervision
Ability to communicate with compassion and patience
Ability to multi-task, prioritize, and manage time effectively.
Positive and professional demeanor.
Excellent written, verbal and active listening communication skills
KEY PERFORMANCE INDICATORS (KPI):
Meet or exceed expected service volumes and quality levels.
Identify gaps/inefficiencies and take corrective action.
The application of time management skills and the proven ability to meet deadlines.
The cultivation of Interpersonal relationships, building and maintaining strong lines of communication with external customers, as well as strong team relationships.
QUALIFICATIONS AND EDUCATION REQUIREMENTS:
High School Diploma and 5+ years of experience in customer service.
Proficiency on computer, running multiple software applications simultaneously, have a sense of urgency.
Proven customer support experience or experience as a client service representative.
Strong phone contact handling skills and active listening.
Working knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
Experience with Shopify, Shipmonk, Five9, Recharge preferred.
PHYSICAL REQUIREMENTS:
Prolonged periods of sitting at a desk and working on a computer.