Job Overview
CB Station is looking for our next Customer Service Representative team member who loves talking to people and can juggle multiple calls while keeping a smile on their face. If you are a natural problem-solver with a knack for turning frowns upside down and enjoy building trust with customers, then this could be the right fit for you. You need to be a detail detective, a multi-tasking master, and a pro at not only following up but following thorough, too. We want to chat with you if you are a team player who loves sharing tips and tricks, willing to be in the Lawrenceville, GA office, and would be excited to represent us at trade shows. We want to take customer service to the next level with you - together!
Key Responsibilities
- Manage a significant number of incoming emails and a low volume of calls daily; the volume will fluctuate especially during seasonal time periods
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid, and complete information by using CRM, Chat, Email, QuickBooks and various other methods &/or tools
- Handle customer complaints, provide appropriate solutions and alternatives within the 4-hour window of response time limits, and follow up to ensure resolution
- Maintain accurate records in our CRM and ticketing system, ensuring clean logs and organized customer history.
- Follow communication procedures, guidelines, and policies
- Go the extra mile to engage customers such as suggesting other inventory options if the current option is unavailable
- Gather data and report on customer satisfaction
- Identify and facilitate cross-sales opportunities with our established customer base (e.g. offer another color, if one desired isn’t in stock, or offer similar product, etc.)
- Be a team player and, as needed, represent the company at trade shows (e.g. help set up booths, attend trade shows, etc.)
- Collaborate with team members to improve processes and share knowledge.
- Perform other duties as assigned
Experience and Qualifications
Essential Requirements
- Associate or Bachelor’s degree in Business Administration, Communications, or related field
- Prior experience in Customer Support or a Client Service Representative role
- Strong phone and active listening skills
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively.
- Familiar with any type of CRM, CRM reports, and QuickBooks
- Dependable, detail-oriented, and solutions-driven.
Schedule Expectations
- In-office: Monday – Friday, 8:30am – 5:00pm
- Willingness to travel domestically up to 10% for trade shows
Knowledge, Skills, and Abilities
- Superb written and verbal communication skills conducted in a timely manner with diverse audiences
- Superior time management skills with capability of working with and meeting deadlines
- Exceptional capability to multi-task and prioritize with excellent organization and documentation skills
- Excellent team player with interpersonal skills
- High level of attention to detail and problem-solving skills
- Capable of working collaboratively and independently with minimal supervision
- Exhibit discretion with sensitive and confidential information
- Display a comfort level working with key people at all levels within an organization
Benefits
- Competitive pay
- Health, Dental, Vision, and Life Insurance
- Paid Time Off and paid holidays
- 401(k) Retirement Plan
- Professional development opportunities & team outings
Other Duties
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the individual for this job and are subject to change with or without notice.
About CB Station
Join CBStation: Your Partner in Personalized Excellence
At CBStation, we specialize in creating high-quality, customizable bags and accessories that cater to a wide range of personal and professional needs. Located in Lawrenceville, Georgia, our mission is to provide exceptional products that blend functionality with style. Our commitment to craftsmanship and customer satisfaction has made us a trusted name in the industry.
Why Work with Us?
- Innovative Designs: Be part of a team that designs and creates unique, customizable products that stand out in the market.
- Quality Craftsmanship: We pride ourselves on using the finest materials and meticulous attention to detail in every product we create.
- End-to-End Solutions: From initial design and prototyping to production and quality control, our team handles every aspect of the process to ensure the highest standards.
- Collaborative Approach: We work closely with our clients to bring their vision to life, providing personalized solutions that meet their specific needs.
- Sustainable Practices: We are committed to environmentally responsible manufacturing practices and continually seek ways to reduce our environmental footprint.
What We Offer:
- Creative Environment: Work in a dynamic and inspiring setting with a team of talented individuals who are passionate about design and quality.
- Professional Growth: Opportunities for career development and skill enhancement through continuous learning and hands-on experience.
- Impactful Work: Contribute to projects that make a real difference, delivering products that customers love and rely on.
Join us at CBStation and be part of a team that values creativity, quality, customer satisfaction, and its employees. Together, we can create products that inspire and delight.
Diversity and Inclusion
CBStation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, CBStation complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
CBStation expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of CBStation employees to perform their job duties may result in disacipline up to and including discharge.
Position Type, Work Environment and Physical Demands
This is a full-time, ly, salary, exempt position that operates from a professional office environment routinely using standard office equipment such as computers, phones, printers, photocopiers, and scanners and requires prolonged periods of sitting at a desk while working on a computer. While performing the duties of this job, the individual will be required to regularly hear and talk. This is a largely sedentary role requiring the ability to sit at a desk, reach outward, use a phone, have use of fingers to operate office equipment such as a keyboard, mouse, phone, printer, copier, and to reach above the head, bend, or stand as necessary.
Job Type: Full-time
Pay: $38,000.00 - $42,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Language:
Work Location: In person
