Customer Service Representative

About This Role

This Customer Service Representative role involves assisting customers with pre- and post-sale inquiries, basic installations, and problem resolutions, aiming for one-touch resolutions via calls, emails, and web chats, while also capturing inbound sales when appropriate.

Responsibilities

• Ensure all customers are assisted in the fewest number of interactions with the overall goal being one-touch resolutions
• Meet satisfaction survey goals at or above group average
• Answer customer calls and assist with any scenario presented
• Answer customer emails within 24 hours and assist with any scenario presented
• Resolve warranty issues by supplying the customer with the fewest items necessary
• Create Return Merchandise Authorizations (RMAs) for eligible orders
• Capture inbound sales when appropriate
• Demonstrate excellent customer service skills in resolving complaints and questions
• Practice and ensure compliance with company policies and procedures
• Thoroughly understand the Customer Relations manual
• Maintain a professional and positive attitude

Requirements

• 2+ years' meaningful work experience (preferred)
• Strong written and verbal communication skills
• Ability to identify business critical issues quickly and navigate priorities
• Well organized, detail-oriented, and excellent time-management skills
• High level of integrity and professionalism
• Proficient in Microsoft Office 365 Suite, especially Teams and Outlook
• Ability to handle a fast-paced call center environment
• Ability to be flexible and adaptable for multi-tasking

Qualifications

• 2+ years' meaningful work experience preferred

Nice to Have

• Solid understanding or ability to learn Cisco Unified Intelligence Center program
• Solid understanding or ability to learn Calabrio program

Skills

* Required skills

Benefits