Customer Service Representative

SoClean, Inc. - Peterborough, NH (30+ days ago)


Company Overview:

SoClean, Inc. is a fast pace, rapidly growing medical-device company in Peterborough, NH. We positively impact our consumers’ health and lives with the product we offer. SoClean, Inc. seeks professionals who want to apply their experience and skill-set towards a unique opportunity. We are building a distinct culture to attract and retain top talent. This includes being dog-friendly with onsite workout area, a fun space with games and nearby running/walking trails. The office space is a top-end call center area with lots of windows and lighting for an attractive work environment. We work hard, and sometimes long hours. But, we all work as a team and have fun along the way. To learn more about our company, visit our website at www.soclean.com.

Position Summary:

This position is scheduled to work 10:30 am-7:00 pm. The Customer Support Rep (CSR) is the primary liaison between the company and its current and potential customers. This role serves as SoClean brand ambassador and first point of contact for customers’ product issues, and requires a commitment to customer focus and an ability to make quick and accurate decisions. The CSR accepts ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Responsibilitiesinclude but not limited to:

  • Develop comprehensive technical knowledge of Company products and services.
  • Answer customer calls, email or chat according to Company standards and service level expectations.
  • Identify customers’ needs, clarify information, research issues and provide solutions.
  • Develop creative solutions to both meet customer needs and protect Company resources.
  • Capture customer information, reason for contact, and solution provided in case management application.
  • Negotiate and process (or reject) return for credit, return for repair, product replacement and credit transactions according to Company policy in Company CRM.
  • Explore opportunities to “save the sale” by clarifying information, offering additional support or Company products
  • Process customer orders for Company products, upsell where possible and appropriate
  • Identify process improvement opportunities to improve the customer experience.
  • Identify process breakdown points and work with Manager of Customer Service to develop solutions.
  • Attend training as available and necessary to stay up-to-date on product or company policy changes.
  • Seek cross-training opportunities in other departments to improve efficiencies and understanding of inter-departmental relationships.

Experience and Qualifications:

  • High school or general equivalency degree
  • Experience in retail, banking or call center support or equivalent customer service role
  • Exemplary customer service skills
  • Excellent interpersonal communication skills, both verbal and written
  • High level of professionalism
  • Attention to detail
  • Strong problem-solving ability
  • Ability to work evening hours, weekends or holidays
  • Ability to thrive in a fast-paced environment
  • Accepts constructive feedback in a mature, professional manner
  • Ability to handle demanding customers with patience and politeness
  • Computer and MS Office skills are required

Competencies:

  • Knowledge Retention—Learns and memorizes information, including product specifications, company business applications, process and policy. Remembers answers to frequently asked questions and able to troubleshoot seamlessly.
  • Organization—Able to multitask to meet customer needs more effectively. Organizes workspace, including computer resources to maximize efficiency and minimize errors.
  • Flexibility—Exhibits flexibility on the job including the willingness and ability to readily respond to changing circumstances and expectations.
  • Effective Communication Skills –Demonstrates clarity and conciseness in verbal and written communications. Exhibits confidence, empathy and respect when communicating with customers and coworkers. Employs active listening skills (informational, critical, empathetic). Digests information and conveys solutions quickly and effectively.

Location: The position will be located in SoClean’s Peterborough, NH location.

Salary & Benefits: Competitive salary; excellent benefits and 401k

How to Apply: If this environment resonates with what you seek in an employer, the position is appealing, and you have the qualifications outlined above, submit your cover letter and resume for consideration. If both are not submitted, your resume will not be considered.

Open House: SoClean will be welcoming candidates for an Open House on Saturday Sept. 22nd

from 8:00am-12:00pm at their location in Peterborough,NH. If interested in this position, please bring your resume and drop by to meet staff and learn more about the company.

At this time immigration sponsorships will not be considered.

Due to the volume of resumes we receive, only individuals being considered will be contacted. Please, no walk-ins. We will schedule interviews by appointment only.

SoClean, Inc. is an Equal Opportunity Employer. SoClean, Inc. does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

Job Type: Full-time

Experience:

  • working in a call center environment: 1 year (Required)

Education:

  • High school or equivalent (Required)

Work environment:

  • Call center

Communication method(s) used:

  • Email
  • Phone
  • Chat