Customer Service Representative

About the position

We are looking for a customer-oriented service representative. A customer service representative, or CSR, will act as a liaison, provide product/service information, and resolve any emerging problems our customer accounts might face accurately and efficiently. The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigating if they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Responsibilities

• Manage large amounts of incoming calls
• Generate sales leads
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid, and complete information by using the proper methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers

Requirements

• Excellent customer service abilities
• Track record of over-achieving quota
• Good phone etiquette and communication skills
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Proficient in English
• Strong data entry skills
• Computer skills
• Experience with outbound calling
• Analytical skills
• Multilingual or bilingual proficiency is a plus
• Sales and upselling experience preferred
• Spanish language proficiency is advantageous
• At least 18 years old
• High school diploma or GED
• Authorized to work in the United States
• US resident (any state except CA, CO, CT, MA, MD, NY, OR, WA, or WI)

Benefits

• Paid Training
• Paid Time Off
• Flexible Schedule
• Telehealth Care Plan
• Training & Development
• Advancement Opportunities