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Job Description
Job Description:
The Bilingual Customer Service Representative will be responsible for making proactive outbound calls to both new and existing customers, ensuring they receive the highest level of service throughout their Kroll experience. This role involves vetting applications, bringing on new customers, addressing order inquiries, managing backorders, resolving delivery and shipment issues, providing quotes, issuing credits, and handling claims. The ideal candidate will have a strong customer-first attitude and thrive in an outbound calling environment, focusing on driving customer satisfaction, resolving issues, and providing detailed support to enhance the customer experience.
Order Management & Problem Resolution:
Assist customers in placing orders, cancelling orders, or processing returns, ensuring that all requests are handled efficiently. Investigate and resolve delivery or shipment issues, working closely with logistics teams to correct mistakes or delays. File claims with carriers for lost or damaged shipments and follow up on claims to ensure timely resolution. Resolve customer complaints related to products, shipping, or billing by issuing credits, arranging replacements, or adjusting invoices as needed.
Prospect and Customer Qualification:
Conduct outbound calls to vet and qualify potential customers for Kroll's sales teams (Core, Firearms, international, Government, and E-Commerce). Enter and update customer information in our CRM and ERP system, ensuring all details are accurate. Follow up on leads, ensuring prospects are properly onboarded and prepared for their first order.
Account Setup & First-Order Support:
Set up new customer accounts in the ERP system and provide them with necessary login credentials for their online accounts. Assist new customers through the first-order process, addressing any questions or concerns to ensure a smooth experience.
Marketing Campaign Support & Follow-ups:
Participate in scheduled touchpoints, making outbound calls to customers as part of marketing campaigns, promotions, or product updates. Follow up on previous marketing interactions to ensure customer engagement and satisfaction.
Requirements:
Outbound & Inbound Call Experience:
Proven experience in an outbound & inbound customer service or similar role Comfortable handling a high call volume both inbound and outbound, making proactive calls to resolve issues and provide service.
Strong Communication Skills:
Exceptional verbal communication skills, with the ability to engage customers, resolve concerns, and maintain a professional demeanor during calls. Excellent listening skills to fully understand customer needs and provide relevant solutions.
Problem-Solving Abilities:
Ability to quickly identify problems and take the necessary steps to resolve customer complaints or issues related to orders, shipping, or billing. Detail-oriented and efficient in managing follow-up actions to ensure customers' concerns are resolved.
Order Management Experience:
Experience with order processing, order management systems (such as
ERP & CRM
), and resolving shipping issues, billing issues, and general inquiries.
Customer-Centric Attitude:
A passion for helping customers and ensuring their satisfaction with every interaction. Ability to adapt to various customer personalities and needs, delivering tailored solutions. Teamwork & Collaboration Ability to work effectively as part of a team, collaborating within your team, sales, marketing, and all other departments to deliver seamless experience. Strong interpersonal skills to work across multiple teams and contribute to a positive, efficient work environment.
Job Type:
Full-time Pay:
$19.00 - $23.00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Flexible schedule Health insurance On-the-job training Paid time off Vision insurance
