Customer Service Representative
Customer Service Representative Purpose:
Reporting to the CSR Team Lead, Customer Service Representatives are responsible for acting as a liaison between the organization and our customers. They will focus on providing product services/information, answering questions and resolving any emerging issues brought forth by our customers with urgency, accuracy and efficiency.
Customer Service Representative Responsibilities:
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Manage large numbers of incoming phone calls, emails, text messages and other customer interaction types
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Generate sales leads where applicable, focusing on a needs-based approach to upselling/cross-selling our products and services
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Identify and assess customers’ needs to achieve satisfaction
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Build sustainable relationships and trust with customer accounts through open and interactive communication
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Provide accurate, valid and complete information by using the right methods/tools
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Meet personal/customer service team sales targets, call handling quotas and both team/individual key performance indicators (KPIs)
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Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
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Keep records of customer interactions, process customer accounts and file documents
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Follow communication procedures, guidelines and policies
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Take the extra mile to engage customers
Customer Service Representative Credentials and Experience:
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Proven customer support experience or experience as a Customer Service Representative preferred
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Track record of over-achieving quota
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Strong phone contact handling skills and active listening
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Familiarity with CRM systems and practices
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Customer Orientation and ability to adapt/respond to different types of characters
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Excellent communication and presentation skills
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Ability to multi-task, prioritize, and manage time effectively
Customer Service Representative Requirements:
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High school diploma or equivalent
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Clean background check
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Must be able to sit for extended periods of time.
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Must be able to lift a minimum of 10+ lbs
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Authorized to work in the US for any employer
Customer Service Representative Benefits:
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Health, Telehealth, Dental & Vision benefits
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401k (eligible to enroll after 90 days of employment), 401k (matching after 1 year of employment)
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Paid Holidays
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Paid Time Off
