Customer Relations Representative

PFSweb - Allen, TX3.3

Full-timeEstimated: $46,000 - $61,000 a year
EducationSkills
PFS Company Statement:
PFS is a global commerce services company. We help leading brands deliver exceptional commerce experiences worldwide. We are a diverse team with distinct interests, skills, and backgrounds collaborating across all facets of commerce—from business consulting and design to technology and operations. Together, we take pride in performing at our best to produce the best possible results for our client and their clients.

Company Vision:
We will provide a Full Commerce Solution
We will be World-Class at Every Service we offer
We will engage with our clients as a Strategic Partner

The (BSR) Business Service Representative is a high-caliber agent entrusted with promoting the culture of the brands they support to the larger team. They are responsible for advocating for improvements to internal processes in order to increase the team’s overall knowledge to enhance the customer’s experience. Knowledgeable experts in the brand products and policies, the BSR interacts directly with clients to provide feedback on promotion issues and customer trends. They are skilled in delivering training and coaching feedback which exudes a passion for the brand embodying the values, vision, and image of the brands they support. The BSR reports to Contact Center Supervisors and serve as a liaison between the client and contact center team as a supportive role in fostering a positive brand culture and presence as a subject matter expert. This position is based at our corporate office in Allen, TX.

Responsibilities

Respond to inbound phone calls and resolve customer’s issues.
Work in multi-site location (including Dallas and Allen, TX)
Utilize system tools provided to perform job function
Respond to e-mails and chat inquiries while providing a high-level communication and accuracy
Accurately and efficiently document call details, customer account information, and call resolution into the database
Provide product technical support and problem solving utilizing technical guideline specifications
Answer inquiries while maintaining and updating the customer database
Build meaningful relationships with consumers
Maintain a sense of urgency in responding to the customer needs
Establish trust and cultivate relationships with the client, providing proactive feedback on customer trends, and offering suggestions and solutions to improve the customer experience.
Be creative and go above and beyond when assisting our customers
Assist with interviewing process for new agents
Assist with employee induction efforts, including active participant in new hire training assistance, ensuring the agents see a familiar face from start to finish and fully embrace the brand culture and vision from day 1 of employment.
Accurate and efficient order entry and maintenance of customer files/records
Ask probing questions and overcome objections
Walk the floor to train/shadow agents
Assist to Identify knowledge gaps in new hire training curriculum and OJT
Analyze performance trends for team, and partner with Supervisors to develop action plans to improve (providing additional coaching, feedback, and training)
Perform other duties as assigned

Qualifications

Associate degree or higher, Required
3-5 years Customer Service experience (in person or over the phone), Required
2+ years Technical customer support experience, Preferred
Experience working in a fast-paced environment, a definite plus
Computer literate and basic typing skills (at least 25 wpm)
Travel and work in Allen, TX and Dallas, TX to provide support as needed
Pleasant and professional telephone etiquette
Regular and punctual attendance is a must

Preferred Personal Characteristics

Strong work ethic
Dependable
Ability to consistently following through
Positive attitude
Self-motivated and ability to work effectively without constant supervision
Team-oriented and ability to work collaboratively
Effective communication and verbal skills
Flexible and adaptable
Problem solving skills
Excellent judgment and decision making skills
Strong verbal and written communications skills

Working Conditions, Mental and Physical Demands

Must be able and understand verbal instructions
Must be able to communicate with coworkers and customers daily by phone or in person
Must be able to sit for extended periods of time
Must be able to lift up to 15 pounds
Must be able to write and read written email correspondences

Pre-employment background screening will be conducted.

PFSweb Inc. is an EEO/AA - M/F/Disability/Protected Veteran Status employer.

Required Skills

Required Experience