Customer Service Representative

JOB FUNCTION: Customer Experience
JOB TYPE: Direct Hire
LOCATION: Union, NJ
COMPENSATION: $50k - $55k
REMOTE / ONSITE: Onsite
POSTED: Jan 13, 2023

Our client, a growing luxury goods company. They are seeking a Customer Service Representative to join their team!

Salary/Hourly Rate:

$50,000 – $55,000

Position Overview:

The Customer Service Representative is responsible for providing accurate and effective customer service for all internal and external customers over the phone and via email in a professional, courteous, and timely manner. The Customer Service Representative will use excellent, in-depth knowledge of company products, processes, and programs, as well as communicating effectively with team members and customers.

Responsibilities of the Customer Service Representative:

  • Build positive rapport with customers, field managers, and sales representatives, using every interaction as an opportunity to enhance relationships
  • Own the customer’s experience from first contact to case resolution
  • Effectively and efficiently answer calls, emails, etc., using department policies, procedures, and protocols
  • Attend to details, verify your work before sending it on to the next person to work on
  • Clearly and concisely document every contact in a manner that anyone looking at it understands what transpired
  • Follow up and assure orders are shipped, samples are sent, and next steps are followed
  • Graciously resolves issues, ensuring a delightful customer experience
  • Take appropriate action to ensure that today’s customer’s experience drives future sales
  • Provide timely feedback to the company regarding service failures or customer concerns
  • Translate internal information into customer appropriate phrasing
  • Navigate systems and tools, effectively, efficiently, to obtain answers and respond to queries
  • Manage returns, claims, credit requests, using protocols, and communicating in customer appropriate manner
  • Prioritize competing responsibilities very well, and ask for help when necessary
  • Calculate basic percentages, extended prices, and look at numbers and notice if they are correct
  • Utilize new and established tools, in various formats, within Teams, SharePoint, Shared Drives and folders, website, and other technology, as needed
  • Act with a sense of urgency, multitasks and can remain focused in a busy environment
  • Advocate for personal development and training opportunity

Qualifications for the Customer Service Representative:

  • Should be dependable, good work ethic, excellent attitude and inclination to exceed daily goals
  • Open to both learning and improving
  • Confident enough to accept the information, learn from it and incorporate it into the day
  • Honestly desire honing your existing skills as well as learning new ones
  • Skilled at deescalating any situation, calmly, while maintaining a positive company/team attitude
  • Able to work with any level person internally or externally
  • Experienced in serving customers across our diverse country and workplace
  • Willing and able to provide timely feedback to your supervisor regarding service failures or customer concerns
  • Love to learn and easily adapt to change, taking it in stride
  • Take ownership and are accountable for your work
  • Problem resolver, learns from mistake, prefers not to make them
  • An advanced thinker and have completed your fair share of college level coursework

Education Requirements:

  • Bachelor’s degree is preferred

Benefits:

  • Client provided benefits, upon eligibility
As a woman-owned firm, we value diversity. We are an equal opportunity and affirmative action employer and will consider all applications without regard to race, sex (including gender, pregnancy, sexual orientation and gender identity), age, color, religion or creed, national origin or ancestry, veteran status, disability (physical or mental), genetic information, citizenship or any other characteristic protected by law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.
EOE/M/F/D/V/SO
Position ID: 117626