Customer Service Representative - Remote | Wfh
Job Summary
We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. In this role, you will be the first point of contact for our internal and external customers in a call center environment. You will assist our customers with their queries and issues, process orders, handle complaints, and provide excellent customer service to ensure their satisfaction.
Key Responsibilities
Utilize your knowledge of our product line, pricing, delivery, and promotional mailings to provide accurate information to our customers.
Handle all incoming contacts from our customers through phone, email, and fax channels, and provide prompt and professional assistance to resolve their queries and issues.
Enter customer orders received through phone, fax, email, and EDI, and ensure their accuracy and completeness to maximize customer satisfaction.
Manage the entire process of customer returns, including data entry, follow-up, and coordination with the Accounting team to ensure refunds are issued.
Handle customer complaints related to our products and services and enter all relevant information into our complaint tracking system. Work closely with the Product Surveillance team during the investigation and follow-up process to ensure customer satisfaction.
Provide level 1 support for service and repair calls, and coordinate with the appropriate department to ensure customer issues are resolved.
Maintain vigilance with respect to service objectives, such as incoming call queues, proper call conduct, and processing accuracy.
Act as a point of contact for daily operational questions and information related to your area of assignment.
Maintain service documents and tools used by the department, both online and offline.
Alert management in case of any problems with procedures, information, systems, or negative service situations in your area of assignment.
Gather, compile, and distribute information to improve company operations when appropriate.
Follow the schedule provided by your Supervisor and keep non-work-related time to a minimum.
Qualifications
Perform other duties or assignments as required by management.
3+ years of experience in a small (10-25 person) call center environment
Strong interpersonal and communication skills
Ability to work effectively in a team environment
Ability to build relationships with a diverse variety of customers
Ability to multi-task with minimal supervision
Accurate data entry and strong organizational skills
Working knowledge of Microsoft Suite of products, including Excel, Word, and Outlook
Strong knowledge of Microsoft Access and Excel is a plus
Previous order entry, customer service, or medical background is a plus
Ability to interface with various levels of management
If you are a customer-oriented individual who enjoys helping people, we encourage you to apply for this exciting opportunity. Join our team and be part of a company that values its employees and customers alike.
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