Job Details

Job SummaryThe Customer Service Representative is responsible for handling customer inquiries, resolving issues, and providing a positive service experience across multiple communication channels, including phone, email, chat, and in-person interactions. This role requires strong problem-solving skills, professionalism, and attention to detail to ensure timely resolution of customer concerns while maintaining high service standards.Essential Functions* Responds to customer inquiries via phone, email, live chat, and written correspondence, ensuring a courteous and professional interaction.* Handles inbound calls from both internal and external customers, creating service cases and documenting all interactions accurately.* Demonstrates empathy and active listening skills to understand customer concerns and provide appropriate resolutions.* Researches and resolves customer complaints, billing issues, and service-related concerns in accordance with company policies and procedures.* Accurately updates and maintains customer records and case notes in the system, ensuring complete documentation of issues and resolutions.* Works collaboratively with internal departments to escalate and resolve complex issues, ensuring a seamless customer experience.* Provides appropriate solutions and alternatives within service timeframes, following up to ensure issue resolution and customer satisfaction.* Meets and maintains productivity and service quality standards, ensuring efficiency in handling customer interactions.* Performs other duties as assigned.* Maintains regular and reliable attendance.* Complies with all policies and standards.Qualifications* Associate Degree or coursework in Business, Communications, or a related field preferred* 1-2 years of experience in customer service, call center, or administrative support requiredKnowledge, Skills and Abilities* Working knowledge of Google Suite, ServiceNow or similar ticketing platform, soft phone software, willingness to learn enterprise wide (ERP) such as Oracle or similar.* Strong verbal and written communication skills, ensuring clear and professional interactions.* Ability to handle high call volumes and multi-task across different customer service platforms.* Strong problem-solving skills with the ability to resolve customer concerns efficiently and effectively.* Proficiency in customer service software, CRM systems, and Microsoft Office applications.* Ability to remain calm and professional in high-stress situations while de-escalating customer concerns.* Strong attention to detail in data entry, documentation, and customer interactions.* Ability to work independently and as part of a collaborative team in a fast-paced environment.