Customer Service Representative

Job Locations US-GA-Stone Mountain
Job ID
2020-1375
Category
Customer Service/Support
Type
Regular Full-Time

Overview

The Customer Service Representative manages customer service issues. The CSR processes orders, prepares correspondence and fulfills customer needs to ensure customer satisfaction.

 

Position requires a bachelor’s degree and 3-5 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices and procedures within the customer service field. The CSR relies on instructions and pre-established guidelines to perform job functions. The CSR reports to a customer service manager. The goal is to ensure excellent service standards and maintain high customer satisfaction.

 

Job functions:

  • Responsible for setting up new customer accounts as well as maintaining customer accounts including an export compliance agreement
  • Resolve product or service problems by clarifying the customer's complaint; determine the cause of the problem; select and explain the best solution to solve the problem; gain management approval; expedite correction or adjustment; follow up to ensure resolution
  • Maintain financial accounts by processing customer adjustments in coordination with accounting department
  • Recommend service improvements to management by collecting customer information and analyzing customer needs
  • Prepare product or service reports by collecting and analyzing customer information
  • Contribute to team effort by accomplishing related results as needed
  • Manage incoming calls
  • Build sustainable relationships of trust through open and interactive communication
  • Handle complaints and provide appropriate solutions and alternatives within the time limits and follow up to ensure solution
  • Follow communication procedures, guidelines and policies
  • Go the extra mile to engage customers
  • Resolve customer complaints via phone, email, mail or social media
  • Greet customers warmly and communicate a positive attitude
  • Accurately process both international and domestic customer orders according to company guidelines
  • Assist in resolving supply chain issues related to fulfilling customer orders that may occur at production, shipping or warehouse storage
  • Act as the company gatekeeper to the customer
  • Handle changes in customer policies or renewals

 

Requirements:

Proven customer support experience

Strong phone skills and active listening

Experience with CRM systems and best practices

Excellent communication and presentation skills

Ability to multi-task, problem-solve, prioritize and manage time effectively

Bachelor’s Degree

3-5 years of experience

 

Customer service representative top skills & proficiencies:

Positive Attitude

Resolving Conflict

Problem Solving

Active Listening Skills

Phone Skills

Attention to Detail

Product Knowledge

Quality Focus

Market Knowledge

Documentation Skills

Multitask

People Oriented

Analysis

Organizational Skills

Adaptability

Ability to Work Under Pressure

Proficient in MS Word, Excel, and Outlook

Experience with EDI setup and implementation

Fluency in both English and Spanish

 

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