Russell Tobin's client, a leading manufacturing company, is hiring Customer Service Rep at Grants Pass, OR
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Location: Grants Pass, OR 97526 (Pacific Time Zone)
Work Schedule: 8:00 AM to 5:00 PM (100% onsite, potential future hybrid)
Pay Rate: $15.50/hr - $16/hr
Duration: 3+ months contract (potential for temp-to-perm)
Position Overview:
As a Customer Service Specialist, you will deliver exceptional service by addressing customer needs with professionalism and empathy. You will process orders, handle inquiries, and ensure customer satisfaction through effective communication and adherence to company standards.
Key Responsibilities:
Follow established processes to meet or exceed customer care standards.
Maintain a positive, empathetic, and professional attitude toward customers.
Develop and apply knowledge of the product portfolio and company procedures.
Ensure one-call resolution by fulfilling commitments with 100% follow-through.
Process customer orders accurately and efficiently with minimal errors.
Document and resolve customer complaints promptly and professionally.
Communicate effectively with supervisors and managers to address customer concerns.
Participate in team meetings and ongoing training to enhance skills.
Specific Duties:
Answer customer calls, emails, and chats, ensuring quality interactions.
Promote additional products and services to customers.
Resolve customer complaints and queries, redirecting to appropriate departments as needed.
Collaborate with colleagues to achieve customer satisfaction.
Goals and Metrics:
Quality Assurance: Maintain 90% rating on interactions.
Productivity: Complete 8 transactions per hour (6 for chat).
Availability: Achieve 85% accessibility during work hours.
Interaction Rate: Answer 99% of customer interactions.
Attendance: Adhere to attendance policies.
Training: Complete all required training and development plans.
Qualifications:
Minimum typing speed of 35 WPM and proficiency with 10-key by touch.
Ability to communicate professionally via email, phone, and chat.
Strong multitasking skills and attention to detail.
Benefits that Russell Tobin offers:
Russell Tobin offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.