Customer Service Representative – Phone Team

Role Overview

• Respond to order inquiries.
• Process return labels.
• Advise on warranty questions.
• Make outbound customer calls and corresponding via email.
• Manage customer and equipment data using effective resources, systems, and databases.
• Provide world-class customer service with a focus on response time and follow-through.
• Engage with customers in a friendly, professional manner while actively listening to their concerns.
• Work directly with customers to coordinate information with teams and departments.
• Effectively manage workload to meet customer expectations.
• Timely processing of transactions and inquiries.
• Ability to de-escalate customer situations for first call resolution (FCR).

Requirements

• Excellent written and verbal communication skills.
• Proficient in MS Word and Excel.
• Excellence in accuracy and attention to detail.
• Strong problem-solving and decision-making skills.
• Ability to handle a variety of customer situations.
• High School Diploma or equivalent.
• 1-3 years’ experience in a customer service-related field.
• B2 proficiency level in English speaking as defined by the CEFR scale.

Benefits

• Competitive Pay and Bonuses.
• Vacation, Sick leave, and Paid Holidays.
• Employee Referral Program.
• Competitive leave policies including Sick, Bereavement and Maternity/Paternity Leave.
• Medical, Dental, and Vision Insurance.
• Community involvement opportunities & employee appreciation events.
• State of the art, climate-controlled facility.