Csr - Customer Service Representative

Customer Service Representative Job Responsibilities:

We are looking for a customer-oriented Service Representative to act as a champion for our clients, providing accurate product/service information, and effectively resolving any emerging problems that our clients might face with accuracy and efficiency.

The target is to ensure excellent service standards and maintain high customer satisfaction, striving to “Get it right the first time.”

The representative will:

• Receive, review and process orders for printed marketing materials.
• Provide information to customers in response to inquiries about products and services, in addition to assisting individuals interested in placing orders.
• Explain how to use account features and solve customer application and Internet problems.
• Receive, document and resolve customer complaints.

Customer Service Representative Job Duties:

• Professionally handle a high volume of incoming requests from customers and ensure that all issues are resolved both promptly and thoroughly
• Provide quality service and support in a variety of areas including, but not limited to: placing orders, refunds and exchanges, website navigation, and online account troubleshooting
• Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking
• Identify and recommend complimentary products and services that will maximize customer’s experience and increase their lifetime value
• Troubleshoot customer issues over the phone and via web chat
• Use automated information systems to analyze the customer’s situation
• Maintain a balance between company policy and customer benefit in decision making, handling issues in the best interest of both customer and company
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
• Contributes to team effort by accomplishing related results as needed

Customer Service Representative Skills and Qualifications:

• Customer orientation and ability to adapt/respond to different types of characters
• Highly developed sense of integrity and commitment to customer satisfaction
• Strong active listening skills
• Familiarity with CRM systems and practices
• Ability to multi-task, prioritize, and manage time effectively
• Demonstrated passion for excellence with respect to treating and caring for customers
• Clear, detailed, and professional communication, both verbally and in writing
• "Thick skin" and ability to handle complaints and unpleasant customers
• Pleasant, patient and friendly attitude
• Strong decision making and analytical abilities
• Willingness to work a flexible schedule and occasional overtime when needed
• Possess a strong work ethic and team player mentality

Why work with us?

Graphic Business Solutions/Markful is a family-owned business, operating in El Cajon, CA for over 25 years. We value our people and customers, and always strive to do the right thing. We're a team of creative problem-solvers, always looking for better ways to do things. As we continue to grow, we hope to attract other team members to share in the excitement and advancement.

Benefits

Paid time off, health/vision/dental insurance, employee profit sharing, flexible work schedule, great team, 401(k) + match

• 1+ years of experience in a Customer Service or help desk capacity required.
• Proficient with personal computers; multiline telephones, and online ticketing systems, a plus.
• Knowledge of technical support issues related to Internet connectivity and PC troubleshooting experience a plus.
• Experience with a variety of web browsers, Microsoft Office, and some Adobe Creative Suite preferred.