Customer Service Admin

Role Summary:

Customer Service Admin is responsible for providing support to customers and sales account managers during the sales process. This includes assisting customers with resolving sales-related issues in a timely manner, providing real-time support through all forms of communication, supplying both pre and post-sales support. This role also contributes to the promotion and up-selling of sales opportunities.

Key Responsibilities:

• Provide phone and email assistance to customers for pre and post sales order support, account management and product questions.
• Work with sales account managers to align on the promotion and up-selling of sales opportunities.
• Establish, develop and maintain business relationships with all customers.
• Engage and exceed inbound and outbound call metrics and queue service levels.
• Perform data entry and special administrative projects as necessary.
• Help support Level 1 eCommerce issue resolution.

Required Skills

• Bilingual in both English/Spanish
• High school diploma or equivalent.
• 2 years of experience in Customer Service.
• Proficient in computer software systems including MS Office and MS Excel.
• Demonstrated strong knowledge of customer relationship management (CRM) and data analysis.

Qualifications:

• Excellent verbal and written communication skills.
• Strong phone presence and desire to engage customers through inbound and outbound calls.
• Ability to use critical and creative thinking to identify and resolve complex problems.
• Need to manage ambiguity and able to prioritize competing internal and external customer interests.
• Strong analytical, organizational, and time management skills.
• Relentless work ethic.
• Reliable.