Office Manager/Receptionist

Customer Success Representative at Discount Marketing Products (DMP)

At Discount Marketing Products (DMP), we believe that providing exceptional customer experiences is the key to our success. As a Customer Success Representative, you will play a crucial role in ensuring our customers receive the support they need to navigate their orders and make informed decisions about their marketing product needs.

This role goes beyond simply answering questions and taking calls. It is about empowering you to make a meaningful impact on our customers' experiences. With the training, tools, and decision-making authority provided by DMP, you will be equipped to help customers find the best solutions for their specific needs.

Your responsibilities will include empathetically assisting customers with post-order issues such as shipping inquiries, damages, returns, replacements, assembly services, and order notifications. These interactions will be genuine human-to-human engagements, allowing you to build relationships and make a positive difference in customers' lives. DMP is committed to investing in your continuous development, offering career opportunities, and fostering a supportive team environment.

Key Responsibilities:

• Demonstrate Reliability: Attendance and punctuality are crucial to ensure you are available to assist customers when they need it most. Proactive communication and planning for unexpected events or issues are also expected.
• Handle Medium Call Volume: You will be responsible for handling approximately 25-50 phone calls per shift. While the environment can be fast-paced, the focus is on delivering high-quality and personalized service.
• Meet High Performance Standards: You will strive to exceed customer satisfaction targets, excel in meeting service efficiency metrics, and fulfill any other assigned responsibilities.
• Professionally Engage Customers: As the voice of DMP, you will engage with customers via inbound phone calls, chats, and emails. Topics may include returns, replacements, delivery, product availability, and order status.
• Listen Actively and Show Empathy: Actively listen to understand customer concerns and leverage internal resources to find the best solutions that thoroughly address their problems.
• De-Escalate Customer Concerns: Utilize conflict management skills to balance customer needs with business options while maintaining a professional demeanor.
• Problem Solve: Utilize analytical thinking to provide customized solutions to customer problems, avoiding a one-size-fits-all approach. Aim for first contact resolution whenever possible.
• Be Tech Savvy & Multitask: Navigate multiple browsers, tabs, tools, and screens efficiently to provide prompt and effective responses. A strong familiarity with computers and a willingness to learn new programs is essential.
• Escalate Systemic Issues: Identify areas for improvement on behalf of DMP customers and communicate any trends to leadership to drive continuous improvement.

Requirements:

• Must be 18 years of age or older.
• High School Diploma, GED, or equivalent qualification.
• Proficiency in working with Windows Operating Systems or equivalent.

Work Schedule: Monday - Friday, 9:00 am - 5:00 pm

Pay: Hourly Pay Rate: $15.00 with a performance review after 90 days

By applying to this position, you consent to be contacted via telephone, email, or SMS by a representative of 360 Talent for purposes of expedited communication.

Job Type: Full-time

Pay: $15.00 per hour

Expected hours: 40 per week

Benefits:

• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Receptionist / Office Management: 3 years (Required)

Ability to Commute:

• Marietta, GA 30067 (Required)

Work Location: In person