A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
The primary duty of a Customer Care Representative is to assist MacKenzie-Childs customers with placing new orders or helping with existing orders. In addition, a representative will help troubleshoot complaints, errors, account questions, cancellations or other issues that may arise via email, live chat or telephone.
Essential Job Duties and Responsibilities:
(Additional duties may be assigned) 80% Read and respond to customers emails and live chats promptly and with proper etiquette. 10% Review follow-ups to close any open customer issues. 10% Make outbound phone calls to assist customers with placing new orders, help with existing orders, and troubleshoot issues to come to a fair resolution for both the customer and the company.
Supervisory Responsibilities:
This position does not have any supervisory responsibilities.
Education and Experience:
High school diploma or GED One year of Customer Service hands-on experience desired
Special Requirements:
Rotating weekend work as required to meet business needs.
Location:
Onsite required in
Auburn, NY Knowledge, Skills, and Abilities:
Ability to multitask and work in a fast-paced, dynamic and changing environment with a focus on meeting deadlines. Excellent attention to detail. Must have strong interpersonal and communication skills Self-motivation, action-oriented, as well as a team player Maintain consistent, dependable attendance Access to secure home internet should the need arise for work from home
Equipment Used:
Computer, printer, telephone, photocopier, scanner and calculator
Computer Software:
Outlook, Word and Excel Physical and Mental Requirements:
Ability to sit, stand, walk, talk, hear, reach, push, pull, lift, crouch, kneel, bend, climb stairs, use fingers to grasp, handle, feel, and perform repetitive motions of hands or wrists. Exerts up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Close mental and visual attention required to perform work dealing primarily with preparing, analyzing, and interpreting data and figures, using a computer terminal, and/or extensive reading. Must work for prolong periods of time utilizing a computer keyboard and screen.
Environmental Conditions:
Work is performed in a typical office environment.
