Customer Service Representative

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