Customer Service Representative

Our client is a growing luxury goods company looking to add a Customer Service Representative to their team.

Salary/Hourly Rate:

$52k – $60k

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 resolve issues, ensuring a delightful customer experience.
• Take appropriate action to ensure that today’s customers’ 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 and 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, multitask and remain focused in a busy environment.
• Advocate for personal development and training opportunities.

Qualifications for the Customer Service Representative:

• Dependable, good work ethic, excellent attitude, and inclination to exceed daily goals.
• Open to both learning and improving. You are confident enough in yourself to accept the information, learn from it and incorporate it into your day. You 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 mistakes, and prefers not to make them.
• You are an advanced thinker and have completed your fair share of college-level coursework.

Education Requirements:

• Bachelor’s degree is preferred.

Benefits:

• Client-provided benefits available, upon eligibility.