Customer Service Representative

Case manufacturer in the city of Orange is in need of a Customer Service Representative to work in office Monday-Friday 8:00 AM-4:30 PM. The duties will be as follows

• Act as the company gatekeeper

• Greet customers warmly and ascertain problem or reason for calling

• Manage large amounts of incoming calls and professionally interact with customers on the phone, in person, and via email.

• Identify and assess customers' needs to achieve satisfaction

• Build sustainable relationships of trust through open and interactive communication

• Provide accurate, valid, and complete information by using the right methods/tools

• Meet personal/team sales targets and call handling quotas

• Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution

• Keep records of customer interactions, process customer accounts, and file documents

• Follow communication procedures, guidelines, and policies

• Go the extra mile to engage customers

• Open and maintain customer account tickets by recording account information

• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

• Recommend potential products or services to management by collecting customer information and analyzing customer needs

  • We will train on this

• Prepare product or service reports by collecting and analyzing customer information

• Contribute to team effort by accomplishing related results as needed

• Resolve customer complaints via phone, email, mail

• Use telephones to reach out to customers and verify account information

• Assist with placement of orders, refunds, or exchanges

• Advise on company information

• Take payment information and other pertinent information such as addresses and phone numbers

• Place or cancel orders

• Answer questions about warranties or terms of sale

• Suggest solutions when a product malfunctions

• Utilize computer technology to handle high call volumes

• Work with Customer Service manager to ensure proper Customer Service is being delivered

• Close out or open call records

• Compile reports on overall customer satisfaction

• Read from scripts

• Handle changes in policies or renewals

Customer Service Representative requirements:

• Proven customer support experience

• Track record of over-achieving quota

• Strong phone contact handling skills and active listening

• Familiar with CRM systems and practices

• Customer orientation and ability to adapt/respond to different types of characters

• Excellent communication and presentation skills

• Ability to multitask, prioritize and manage time effectively

• High school diploma or equivalent; college degree preferred

Customer Service Representative skills & proficiencies (highly recommended):

• Customer Service Skills

• Product Knowledge

• Quality Focus

• Market Knowledge

• Documentation Skills

• Listening Skills

• Phone Skills

• Resolving Conflict

• Multitask

• Patience

• Negotiation

• Positive Attitude

• Attention to Detail

• People Oriented

• Analysis

• Problem Solving

• Organizational Skills

• Adaptability

• Ability to Work Under Pressure

• Computer Skills