Call Center Customer Service Representative

$37,440 - $37,440/Yr

24 Seven - Irvine, CA

Full-time - Entry Level

Onsite - Irvine, CA

Administrative and Support Services

About the position

The Call Center Customer Service Representative will be responsible for managing inbound and outbound calls and emails, addressing consumer inquiries, and ensuring customer satisfaction. This role requires excellent communication skills and the ability to navigate a CRM system effectively to resolve issues and provide solutions.

Responsibilities

• Answer consumer inquiries via phone, email, and occasionally mail regarding product/part information, request/order status, and assembly assistance.
• Identify consumers' needs, clarify product/part information, research reported issues, and provide solutions and/or alternatives.
• Enter and process requests/orders in an updated CRM system.
• Generate refunds in the CRM system as needed.
• Coordinate the process of product/part returns for QC review.
• Acknowledge and resolve escalated consumer complaints with management.
• Participate in continuous product training to be knowledgeable in troubleshooting consumer questions.
• Keep clean/clear records of consumer interactions and transactions.
• Be proactive, creative, and flexible in determining, evaluating, researching, and resolving issues.
• Complete reports and special assignments in a timely manner.
• Communicate and coordinate with management or colleagues as necessary.
• Recommend improvements for systems and processes to boost organizational efficiency.
• Assist with physical inventory counts as needed.
• Maintain a positive, empathetic, and professional attitude.
• Thrive in a work environment emphasizing teamwork and collaboration with multiple departments.
• Demonstrate respect and courtesy toward others.
• Attend meetings and training sessions as required.

Requirements

• High school diploma, general education degree or equivalent.
• Experience working in a call center or customer-support role.
• Strong active-listening and verbal-communication skills.
• Proficiency in problem-solving.
• Strong proactive self-organization and detail-oriented.
• Excellent time management skills with the ability to prioritize tasks.
• Ability to work independently with demonstrated problem-solving skills.
• Meet personal/team qualitative and quantitative targets.
• Comfortable using basic computer programs (Windows, Excel, Microsoft Office) and call center phone software (Five9, Talkdesk, Dialpad, etc.).

Benefits

• $18/hour salary
• Opportunity to work in a collaborative environment
• Gain experience in customer service and call center operations