The Customer Solutions Representative provides assistance to our customers regarding problems or situations that they are unable to resolve on their own. The Customer Solutions Representative is essential in creating customer loyalty and repeat business by providing world-class service through quick response times and striving to find satisfactory solutions to every customer.
Key Areas of Responsibility
Receiving and resolving incoming calls, e-mails and web chats directly from customers regarding:
Requests for return of merchandise
Damage or lost shipping claims
Billing or accounts receivable requests
Rescheduling pick up of returns
Managing internal and external E-mail volume and on-line chats
All other issues that pertain to Customer Service
Taking ownership of Customer Service Case requests to resolve customer issues
Follow up with customers regarding issues that cannot be resolved on first call
Communicating professionally and according to quality standards with customers and account managers regarding situations that arise via phone, e-mail, and web chat.
Handling escalated customer issues when necessary
Obtain and evaluate all relevant information to handle inquiries
Working with team to manage daily workflow so that all inquiries are responded to by close of business
Backup returns queue
Shift: 10:30 am - 7:30 pm
High school diploma or equivalent.
1 year of customer contact experience
Basic computer product knowledge
Other Required Qualifications
Excellent written and verbal communication skills with the ability effectively interact with all stakeholder, especially with customers in pressured situations
Strong typing and data entry skills
Good organizational skills
Effective ability to multi-task in order to handle multiple duties at the same time throughout the day.
Ability to work in a fast paced environment. This department requires timely resolutions, as customer issues must be resolved quickly and efficiently.
Demonstrated ability to quickly and efficiently resolve customer issues.
Strong creative problem solving skills to resolve customer situations
Must be able to work independently and in a team-oriented environment
Aptitude to learn new applications quickly and put them into practical use.
one year call center experience
Intermediate computer product knowledge
Customer Solutions Representative