Customer Service Representative

Job Title:Customer Service Specialist
Location: 557 NE Westbrook Way, Grants Pass, OR 97526

Primary Responsibilities:

• Follow established processes and systems to ensure Customer Care Standards are met or exceeded for every customer contact.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Develop a strong knowledge of the product portfolio and procedures.
• Demonstrate 100% follow-through in every commitment for one-call resolution.
• Effectively communicate additional promotions and services offered.
• Process customer orders courteously, efficiently, and with minimal errors.
• Properly document customer complaints and concerns immediately, facilitating a satisfactory resolution.
• Communicate effectively with leaders, including the Customer Service Supervisor and Manager, updating them regularly to meet customer expectations and address problems professionally.
• Regularly attend and participate in team meetings.
• Participate in ongoing training and development to improve knowledge and skills required to better serve customers.
• Perform other duties as assigned by the Manager.

Specific Duties:

• Provide quality Customer Service by answering incoming customer calls, entering orders, and responding to customer questions and concerns.
• Communicate with customers through various channels (phone, email, chat).
• Engage with clients in a friendly and professional manner, actively listening to their concerns.
• Offer support and solutions to customers following the company's Customer Service policies.
• Identify customer questions, complaints, and concerns, providing sufficient answers and solutions professionally.
• Redirect customers to appropriate departments and teams when necessary, following up on complaint/question status to ensure resolution.
• Collaborate with team members and other company departments to ensure overall customer and product satisfaction.

Goals:

• Quality Assurance: Achieve a 90% rating on calls/emails/chat interactions.
• Transactions Per Hour: Complete 8 transactions per hour worked (6 for chat).
• Accessibility: Maintain an 85% availability and minimize unnecessary offline time.
• Answered Interactions: Ensure that 99% of interactions are answered.
• Attendance: Comply with the attendance policy.
• Development & Training: Complete training and action steps.

Note: This is a summary of the primary responsibilities, duties, and goals. The role may involve additional tasks and responsibilities as assigned by the Manager.