Customer Service Representative (BC)

The Customer Service Representative is responsible for delivering exceptional customer support via voice and email channels. This role requires strong communication skills and the ability to handle inquiries from Territorial Representatives, address escalated cases, and provide effective resolutions. The ideal candidate is a problem-solver who is committed to ensuring customer satisfaction through accurate and timely assistance.

Key Responsibilities:

Customer Support:

• Handle inbound and outbound calls professionally, ensuring a high level of customer service.
• Respond to customer inquiries via email with clear, accurate, and timely communication.
• Assist Territorial Representatives with product-related inquiries, order statuses, and service requests. There will be occasions that customers will be routed to inbound calls.
• Maintain a positive and empathetic attitude toward customers at all times.

Escalation Management:

• Process and resolve escalated cases efficiently while adhering to company guidelines.
• Investigate customer concerns and provide effective solutions within the required timeframe.
• Collaborate with internal teams to resolve complex issues and ensure a seamless customer experience.

Data & Documentation:

• Accurately document customer interactions, inquiries, complaints, and resolutions in the system.
• Ensure all customer data and transaction records are updated and maintained as per company policies.
• Prepare and submit reports related to customer service performance and escalations.

Process Improvement:

• Identify recurring customer issues and recommend process enhancements.
• Stay updated with company policies, products, and procedures to provide the best support.
• Participate in team training and continuous learning initiatives.

Requirements

• Education: College Degree or equivalent.
• Experience: Minimum 1-2 years of customer service experience in voice and email support.
• Technical Skills: Knowledge in Microsoft Office Suite (Outlook, Excel, Word) and CRM software.
• Communication Skills: Excellent verbal and written communication skills in English.
• Problem-Solving: Ability to analyze situations, identify problems, and develop solutions effectively.
• Time Management: Strong organizational skills with the ability to manage multiple tasks efficiently.
• Customer Focus: Ability to handle challenging situations professionally and provide customer-centric resolutions.
• Team Player: Ability to collaborate and work well within a team-oriented environment.

Benefits

• HMO with 1 free dependent upon hire
• Life Insurance
• 20 PTO credits annually
• VL and SL cash conversion
• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learning