Customer Service Representative

Role Overview

• Answer incoming phone calls, texts, chats and respond to written communications.
• Troubleshoot any issues related to the consumer product.
• Identify and analyze consumer concerns; take or recommend appropriate actions; formulate alternative solutions; and follow-up to ensure problems are resolved.
• Complete assignments in a thorough, accurate, and timely manner, achieving expected outcomes.
• Prioritize and handle multiple responsibilities.
• Provide information, support, and guidance to consumers.
• Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette.
• Fully, accurately, and immediately document all telephone calls in the appropriate CRM system.
• Use correct grammar and make appropriate word choices in written communication and data capture.
• Complete high-quality work according to specifications, thoroughly following standards, procedures, and demonstrating attention to detail.
• Listen actively to others and ask appropriate questions for clarification.
• Demonstrate receptiveness to feedback, listen with an open mind and understand differences in communication style adjusting as necessary.

Requirements

• Interpersonal and relationship management skills.
• Strong verbal and written communication including active listening and reflection with the goal of gathering information, problem solving and diffusing difficult callers.
• Ability to maintain professional behavior in stressful situations.
• Ability to navigate between several computer screens (e.g., CRM Software such as Salesforce, ACD System such as Amazon Connect and Genesys, Email and Web Browser) while actively listening and entering customer information.

Benefits

• We are a place for people who love helping others.
• We provide customer service to some of the nation’s most prominent brands.
• We are experts in regulated industries and help pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies build brand loyalty by providing their consumers with exceptional experiences.
• We have a passion for the products we support.
• We are committed to superior account management and continual improvement.
• Commitment to corporate values.