Customer Service Representative

at System One
Location Rocky Hill, New Jersey
Date Posted June 23, 2022
Category Call Centre / CustomerService
Job Type Not Specified

Description

Customer Service Representative

Hours: 8:00am-5pm Monday-Friday

Pay Rate: $19.23

Duration: Contract / Possible temp to perm

Location: Cranbury, NJ (Position is hybrid)

Summary:

The Customer Service Representative is responsible for addressing inquiries from customers or potential customers regarding the company's products. They enter orders into the company's system in an accurate manner, and they actively work with customers to make sure that orders are placed and processed correctly and promptly. Customer Service Representatives may work specifically with one type of customer or have a more general customer service role.

Duties and Responsibilities:

  • Manage customer issues from beginning to end, in real time, or through comprehensive and timely follow-up.
  • Answer inbound customer calls, assist customers accordingly, and if necessary, make outbound phone calls to customers to ensure full customer satisfaction.
  • Consistently conduct professional email and phone correspondence with customers and co-workers.
  • Process orders free from error.
  • Maintain ownership of customer service inquires and issues by identifying the topic and type of assistance the customer needs. Examples include: product inquiries, orders and returns.
  • Update customer records within Sales Pad with current contact information.
  • Stay current on all Customer Service Procedures.
  • Review and verify orders processed by co-workers for accuracy.
  • Understand the process of all Customer Service related queues within Sales Pad.
  • Efficiently handle all of the Customer Service related queues within sales Pad.
  • Problem-solve for customers.
  • Problem-solve with co-workers in a professional and productive manner.
  • Problem-solve with supervisors in a professional and productive manner.
  • Research issues and work with internal resources to resolve customer calls and/or partner with others to resolve escalated issues.
  • Maintain standards in call quality, efficiency, customer satisfaction and first call resolution.
  • Respond to customers by identifying and exceeding customer expectations.
  • Customize customer service approach in order to meet all types of customer communication styles and personalities.
  • Stay current with any and all GMP processes for order processing.

Qualifications:

  • Associate degree or higher preferred.
  • Excellent written and oral communication skills.
  • Proficient conflict management skills to include ability to resolve issues in a stressful situation while demonstrating personal resilience.
  • Demonstrated ability to listen skillfully and collect relevant information.
  • Able to quickly assess current state and formulate recommendations.
  • Proficiency in using Microsoft Office.
  • Resourceful and motivated with desire to learn and help customers.
  • Able to work comfortably in a fast-paced and dynamic environment.
  • Able to maintain a solid attendance record.
  • Exceptional relationship-building skills.
  • Able to maintain a high degree of professionalism.

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