Customer Service Representative

Customer Service Representative

 Job Overview

Gluska Management’s Customer Service Representative (CSR) is responsible for

managing customer interactions across various communication channels, including

phone calls, emails, live chat, and social media platforms. CSR plays a crucial role in

maintaining customer satisfaction by addressing inquiries, resolving complaints, and

providing information about products or services. This position is essential for ensuring a

positive customer experience and supporting the company’s reputation for excellent

service.

 Responsibilities

- Handling incoming calls by answering promptly and professionally, addressing

inquiries, and resolving issues effectively.

- Responding to customer emails and correspondence, providing accurate and timely

information, and offering substitute solutions for specific problems if applicable.

- Managing online reputation and comments on various platforms including Google My

Business Profile, BBB, Yelp, etc. Monitoring and responding to comments while

addressing both positive and negative feedback and offering solutions to any negative

experiences.

- Assisting customers through the on-site chat feature and providing real-time support

and information tailored to their needs.

- Manage customer requests and purchase verifications through the Shopify platform.

Inform relevant departments or parties about the inquiries if necessary and communicate

efficiently to resolve any issue a customer may have.

- Assist with various office tasks as needed and support other departments AFTER your

duties are complete.

- Document information from wholesale inquiries and relay all messages regarding

wholesale to the respective department head for continuous communication.

 Expectations

- Arriving on time and being ready to work punctually.

- Maintaining a professional demeanor in all interactions, both in-office and outside

events. You are to behave as an agent of the company and represent it in various

interactions and instances.

- Complete tasks efficiently while maintaining high-quality standards.

- Ensure accuracy in all tasks, especially in scheduling and correspondence.

- Handle all information with the highest level of confidentiality and discretion.

- Comprehend and comply with all company standards, policies, and regulations and

hold others to the same standard.

- Maintain a courteous and professional demeanor in all customer interactions.

- Prioritize customer satisfaction and strive to resolve issues in the first contact.

- Ensure all customer follow-ups are tracked and completed. If needed, escalate matters

to the responsible department head or party involved.

- Exhibit excellent verbal and written communication skills.

 Chain of Command

You will be reporting directly to the Customer Service Director/COO. You are expected to

communicate efficiently with other departments as needed, according to the customer

service cases that you address.

 Qualifications

- High school diploma or equivalent; additional qualifications in customer services or a

related field are a plus.

- Proven experience in a customer service role, preferably in a retail environment.

- Proficiency in MS Office.

- Familiarity with CRM systems and practices.

- Strong communication skills and ability to handle stressful situations.

- Ability to demonstrate empathy, patience, and attentiveness towards customers and

the issues that they may be experiencing.

- Strong problem-solving skills and ability to multi-task.

 Team Collaboration

As a customer service representative, you are expected to maintain effective

communication with store managers, wholesale managers, the logistics department, and

other departments to ensure customer inquiries are addressed promptly and accurately.

Regular updates and collaboration with these departments are essential for tracking

customer issues and ensuring resolution. In addition to collaborating with internal

departments, you may occasionally need to communicate with external vendors and

third-party providers to resolve specific customer issues related to products or services.

 Professional Development

Gluska Management is a company that encourages growth from within, especially for

individuals who serve the front line between the company and its brands and the

customers themselves. As a customer service representative, career opportunities may

include Customer Service Director, Store Manager, Regional Manager, and other

administrative roles across the company.

Job Type: Full-time

Pay: From $18.00 per hour

Shift:

• Day shift

Work Location: In person

Salary : $18