Job Description
Title: Remote Customer Service Representative
Location: Texas; New Mexico; Iowa; Montana; Idaho; Washington; Arkansas; Oregon; Arizona; Utah, United States
Job Summary
Under moderate supervision, conducts general business support, including handling inquiries from external or internal customers, coordinating resolution of customer issues with internal departments, explaining products/services and billing procedures to customers, assisting customers in completing forms, and gathering/recording information needed for proper transactions.
What we’re looking for:
- Bachelor‘s degree or equivalent experience preferred.
- Entry – Level 1-3 years applicable experience in a customer relationship type role (sales, military, call center, etc.). Intermediate computer skills required; ability to work in multiple systems concurrently while using multiple monitors.
- Salesforce SAP, or other CRM tool experience preferred.
Who you are:
- Good interpersonal and communication skills.
- Ability to work efficiently in a team environment.
- Good customer service, analytical and problem-solving skills.
- Knowledge of Microsoft Office applications.
- Self-motivated and demonstrates initiative and result oriented.
- Customer Focused.
- Organization and time management.
How you will thrive and create an impact:
- Maintains and attracts potential customers by handling inbound sales and customer communication (calls/emails/click-to-chat) relating to service status or challenges/concerns/issues within the network.
- Responsible for handling inbound sales and customer communication (calls/emails/click-to-chat) in the processing, expediting, and troubleshooting of customer orders.
- Leads the customer request and experience from initiation to conclusion, including full follow up on open issues.
- Process, via computer, all customer requests. Use multiple and often sophisticated systems, programs, and monitors to research information.
- Researches and resolves customer issues, expedites back orders, handles returns and special requests.
- Resolves product or service problems by clarifying the customer’s complaint; resolving cause of the problem; selecting and explaining the best solution to address the problem; expediting correction or adjustment; following up to ensure resolution.
- Proactively interacts with outside sales force to ensure regular communication on pricing and other customer concerns. Provides high-level, quality service, closely aligned with sales, to enable sales growth.
- Follow up with sales, suppliers, and customers on any outstanding issues.
- Looks for opportunities to provide solutions.
- Makes recommendations on areas for process improvement. Make decisions based on policies and past precedence, seeking guidance as necessary.
- Accountable to performance metrics such as schedule adherence, efficiency standards, and quality standards.
- Perform other duties as assigned.