Customer Service Rep

The Customer Service Representative will support the company’s domestic and international customers via telephone and email by addressing inquiries, resolving complaints, and placing orders.

Responsibilities

Communicates with and supports customers via telephone and email.

Establish rapport and demonstrate empathy with customers, making them feel valued.

Strong sales and persuasion skills, with the ability to identify customer needs and offer suitable product solutions.

Conducts outbound calls to current and potential customers to share product information, follow up on leads, and drive sales opportunities.

Assisting customers with professionalism.

Meeting/exceeding business metrics.

Ensures that appropriate actions are taken to resolve customers’ problems and concerns.

Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.

Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.

Effectively use internal resources, such as computer systems, online resources, and business partner relationships, to arrive at the right solution for the customer.

Demonstrating excellent customer service skills with perseverance to resolve issues and process transactions accurately.

Track and report customer feedback

Performs other duties as assigned.

Required Skills and Abilities

2+ years customer service experience required.

Bilingual - Spanish required. Professional-level speaking, reading, and writing skills required.

Excellent communication skills, both verbal and written, including active listening.

Sales or outbound calling experience.

Empathy skills to support the challenges of our diverse customers.

Service-oriented and able to resolve customer grievances.

Proficient computer skills with the ability to learn new software.

Knowledge of, or ability to learn, product, service, or area of customer service specialization.

Pro-active problem-solving skills.

Ability to manage challenging situations and conversations.

Openness to coaching for professional success, as well as growth and development.

Ability to work the assigned schedule, onsite and on time (7:30 a.m. – 4:00 p.m., Monday – Friday)

High school diploma or equivalent.

Physical Requirements

Prolonged periods sitting at a desk and working on a computer.

Must be able to lift up to 15 pounds at times.