Customer Service Representative

Objectives of this role

Manage a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiency

Identify and address customer needs, with a goal of total satisfaction

Provide expert answers to questions about products, pricing, and availability while presenting the value of our product portfolio to customers

Meet customer-service department sales targets, generating leads when opportunities arise

Follow company guidelines and procedures for communications with minimal supervision

Recommend improvements to company processes for efficiency

Responsibilities

Build expert, dynamic knowledge of the company’s products and services

Conduct research with available resources to satisfy customer inquiries

Engage with customers in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships

Respond quickly, professionally, and accurately to customer inquiries regarding quotes, orders, status, complaints, returns, and warranties

Meet personal / team qualitative and quantitative targets by explaining the benefits of additional products and services to customers and seizing opportunities to sell

Maintain daily recordings and documentation of issues and resolutions in a database for sales and executive management teams to review

Required skills and qualifications

High school diploma or equivalent

Successful experience in a corporate environment

Strong communication skills, including active listening and clear articulation

Ability to solve problems, alleviate conflicts, and escalate tactfully

Ability to multitask, manage time, and prioritize

Ability to work individually and as a team member

Preferred skills and qualifications

Experience in sales

Experience in a call-center environment

Proven track record of meeting or exceeding sales quotas