Location: 557 NE Westbrook, Grants Pass, OR 97526 (Pacific Time Zone)
Work Hours: 8:00 AM to 5:00 PM
Work Environment: 100% Onsite (Possible Future Hybrid)
Job Overview:
As a Customer Service Specialist, you will serve as a representative of the company, providing top-quality service to our customers.
Primary Responsibilities:
Follow established processes and systems to ensure Customer Care Standards are met or exceeded for every customer contact.
Maintain a positive, empathetic, and professional attitude toward customers at all times.
Develop strong knowledge of the product portfolio and procedures.
Demonstrate 100% follow-through in every commitment, aiming for one-call resolution.
Effectively communicate additional promotions and services we offer.
Process customer orders efficiently, courteously, and with minimal errors.
Properly document customer complaints and concerns immediately and facilitate satisfactory resolution.
Communicate effectively with leaders, including the Customer Service Supervisor & Manager, providing updates to ensure customer expectations are met and any issues are addressed in a timely manner.
Regularly attend and participate in team meetings.
Participate in ongoing training and development to enhance skills required to better serve customers.
Perform other duties as assigned by the Manager.
Specific Duties:
Provide quality customer service by answering incoming customer calls and entering orders, responding to customer questions/concerns.
Communicate with customers via phone, email, and chat.
Effectively communicate additional promotions and services offered by the company.
Engage with clients in a friendly and professional manner, actively listening to their concerns.
Offer support and solutions to customers in accordance with company policies.
Identify customer questions, complaints, and concerns, providing professional and respectful solutions.
Redirect customers to appropriate departments when necessary and follow up on complaints/questions to ensure resolution.
Collaborate with team members and other departments to ensure overall customer and product satisfaction.