What are the responsibilities and job description for the Customer Service Representative position at Virginia Green?
Position Summary
The Customer Service Representative will interact with customers by addressing inquiries and resolving issues by providing Best-In-Class customer service in a call center environment.
Primary Responsibilities
• Excellent organizational, verbal, and written communication skills.
• Manage large amounts of inbound and outbound calls in a timely manner.
• Identify customer’s needs, clarify information, research every issue and provide solutions and/or alternatives.
• Handle billing related inquiries collecting payment data for immediate processing.
• Ability to follow through on commitments and accurately update our system of record to notify all applicable parties.
• Ability to follow up timely on phone calls, emails etc.
• Build sustainable relationships and engage customers by taking time to go the extra mile.
• Seize opportunities to upsell products when they arise.
• Ability to multi-task and assist with additional office tasks as directed.
• Represent the company's values, products, and services as a positive and engaging brand ambassador, effectively communicating the brand's mission to customers, partners, and stakeholders while ensuring consistency in messaging and customer experience.
Required Qualifications / Attributes
• Meet personal/team qualitative and quantitative target
• Ability to accept guidance and apply recommended suggestions to improve internal and external customer interaction.
• Maintain an open line of communication with management and peers providing suggestions received through customer interactions.
• Excellent communication skills including active listening.
• Utilize strong verbal communication skills to actively listen to customer or team concerns, identify issues, and provide clear, effective solutions in real-time, ensuring a positive resolution and maintaining customer satisfaction.
Education and Experience
• Minimum High School Diploma or Equivalent
• Minimum 2 years of experience in managing high call volumes (inbound and/or outbound) or providing in-person customer service, demonstrating the ability to efficiently handle customer inquiries, resolve issues, and maintain a high level of professionalism and customer satisfaction.
• Strong computer skills including the use of Microsoft Office Products (Outlook, Word, Excel, PowerPoint) and ability to navigate internet applications.
• Agronomic related background, turf, weed, lawn care knowledge (preferred)
Minimum Physical Requirements
• Prolonged periods sitting at a desk and working on a computer
• Ability to use office items such as computer, keyboard, mouse and monitor(s) for extended periods of time.
*Virginia Green is committed to a diverse and inclusive workplace. All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability or other legally protected status.
