Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVE

**This is a remote opportunity**

The Customer Service Representative's main responsibilities are to receive and resolve retail customer inquiries in a timely manner and provide technical support and assistance in a fast-paced, high-volume call center environment. We are looking for a proactive, self-motivated, task-oriented individual who can work independently with minimal oversight. The candidate should be a flexible and creative thinker who, along with successfully managing their administrative workload, will contribute to the customer experience department by finding ways to continually improve our processes.

Principle Duties and Responsibilities

• Serve as the first point of contact by addressing customer inquiries that come into the customer experience department by phone, web, email, or social media.
• Identify and determine the best solution by problem-solving, and performing research by interfacing with manufacturing, operations, product management, logistics, and sales to provide the highest level of service to bring resolution to the customer’s inquiries.
• Contact customers through verbal and written communication concerning delivery issues, such as material shortages, incorrect shipments, lost material, and product availability.
• Monitor the status of requested work, prepare customized correspondence as necessary, and make outbound calls as requested.
• Advocate on customers’ behalf to ensure high levels of customer satisfaction.
• Facilitate call escalation for clients whose requests are not being met within established service timeframes. Practice de-escalation techniques to enhance the overall experience.
• Promote positive customer relations while maintaining the highest standards of ethics, quality and professionalism.
• Record in Salesforce, customer interactions, details of inquiries, or comments, as well as actions taken.
• Support the sales team by developing and maintaining positive customer relations which can substantially affect product revenue(s).
• Develop a thorough understanding of JW products, operations, websites, and literature to add value to and assist customers.
• Assist department manager with departmental process improvements.
• Other duties may be assigned.

Knowledge, Skills, Abilities

• Passionate about providing an exceptional customer experience.
• Strong phone presence & listening skills.
• Must be proficient with MS Office (Outlook, Word, Excel)
• Ability to self-motivate and work independently while working in a team environment.
• Comfortable in a fast-paced environment welcoming change and growth.
• Ability to manage escalations and resolve problems in a timely manner.
• Ability to quickly learn new software, systems, processes, and our products.
• Ability to process a high volume of transactions with proficiency, accuracy, and integrity.
• Proficient organizational and time management skills to multi-task and prioritize multiple customer demands simultaneously.
• Excellent interpersonal skills demonstrated through written and verbal communication.
• Excellent problem-solving skills.
• Exhibits product technical skills.

Education and Experience

• Associate degree with a minimum of 3 years of experience in a customer-facing support role (Customer Service, technical support, inside sales, etc.). Will consider 5+ years of experience in lieu of a degree.
• Proficient typist (40+ words per minute)
• CRM (Salesforce) and ERP systems experience a plus

Job Type: Full-time

Pay: $16.00 - $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Referral program
• Vision insurance
• Work from home

Experience level:

• 3 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• Remote

Work Location: Remote