Customer Service Representative

Customer Service Representative Customer Service Representative Purpose:

Reporting to the CSR Team Lead, Customer Service Representatives are responsible for acting as a liaison between the organization and our customers. They will focus on providing product services/information, answering questions and resolving any emerging issues brought forth by our customers with urgency, accuracy and efficiency.

Customer Service Representative Responsibilities:

Manage large numbers of incoming phone calls, emails, text messages and other customer interaction types Generate sales leads where applicable, focusing on a needs-based approach to upselling/cross-selling our products and services Identify and assess customers' needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication Provide accurate, valid and complete information by using the right methods/tools Meet personal/customer service team sales targets, call handling quotas and both team/individual key performance indicators (KPIs) Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Take the extra mile to engage customers

Customer Service Representative Credentials and Experience:

Proven customer support experience or experience as a Customer Service Representative preferred Track record of over-achieving quota Strong phone contact handling skills and active listening Familiarity with CRM systems and practices Customer Orientation and ability to adapt/respond to different types of characters Excellent communication and presentation skills Ability to multi-task, prioritize, and manage time effectively

Customer Service Representative Requirements:

High school diploma or equivalent Clean background check Must be able to sit for extended periods of time. Must be able to lift a minimum of 10+ lbs Authorized to work in the US for any employer

Customer Service Representative Benefits:

Health, Telehealth, Dental & Vision benefits 401k (eligible to enroll after 90 days of employment), 401k (matching after 1 year of employment) Paid Holidays Paid Time Off