Job description

Job Brief

A successful customer service representative (or CSR) will act as a liaison between customers and the company, provide product/services information, place customer orders, and resolve any emerging problems/complaints that our customers face. This must be done in an accurate, efficient, and professional manner.

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The best CSRs are genuinely excited to help customers. Key traits are patience, empathy, and strong communication skills. The ability to communicate clearly and effectively is paramount. Problem solving must come naturally as you handle unique scenarios and apply company policies and procedures. Your goal is to exceed customer expectations and grow the customer’s positive feelings towards our brand.
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An extraordinary CSR is able to think on their feet and adapt to change effectively & with calm. You must be comfortable with a dynamic environment that is constantly raising new problems you must solve. You should be able to apply documentation effectively to ambiguous situations while also being able to know when to suggest and create new processes. You must also be willing to step outside your job description to work on special projects.
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Responsibilities

• Go the extra mile to delight customers

• Respond promptly to all customer inquiries with an empathetic and professional attitude

• Know company products, policies, procedures, & systems thoroughly so that you can answer all questions and resolve any issues

• Place orders for customers and provide additional information to customers about orders (e.g. tracking #s)

• Acknowledge and de-escalate customer complaints, provide appropriate solutions and alternatives efficiently

• Provide accurate, valid, and complete information by using the right methods/tools

• Increase customer satisfaction scores

• Meet personal/team ticket and productivity goals

• Handle a large amount of incoming phone calls and tickets in a professional and expedited manner

• Act as the customer advocate while protecting the company’s brand image

• Be a knowledgeable & resourceful CSR that never gives “I don’t know” as an answer

• Keep management informed on new issues, challenges, and customer complaints that need to be addressed

• Follow and apply company guidelines, procedures, and policies to varying and new situations

• Keep customer service documentation up to date

• Work effectively and efficiently with other departments such as accounting and shipping

• Improve customer service processes and create new documentation

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Skills Required

• Proven customer support experience and track record of over-achieving productivity goals

• Skilled working with computers and a variety of computer applications especially ticketing systems

• Customer orientation and ability to adapt/respond to different customer personalities

• Extremely strong written and verbal communication skills as well as strong active listening skills

• Competent typist (50+ words per minute)

• Be exceptional at handling change with poise and professionalism

• Ability to stay calm under pressure and with angry customers

• Ability to multitask, prioritize, and manage time effectively

• Ability to apply policies, procedures, company, and product knowledge to a variety of new situations

• Efficient and accurate with data entry

• High level of integrity and trustworthiness

• Well organized

• Has both the company and the customers best interests at heart

• Strong reading comprehension skills to understand company policies and procedures

• Exceptional accuracy and attention to detail

• Excellent verbal reasoning and critical thinking skills

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Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Paid time off
• Paid training

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Coeur d'Alene, ID 83815: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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