Customer Service Representative

Customer Service Associate

Position Description:

The Customer Service Associate is responsible for handling an array of customer-facing responsibilities, interacting with customers over the phone, email, instant messaging, or in-person. In this role, you will add value to our business through ensuring each customer interaction results in a positive customer experience. The ideal candidate will have a passion for serving customers’ needs and strives for optimum customer satisfaction.

Primary Responsibilities:

· Answer incoming customer calls related to new orders, billing questions, tracking information, and other general customer needs.

· Analyze customer account status to determine appropriate course of action

· Direct calls to appropriate departments/ personnel to minimize resolution time

· Maintain records of customer interactions, transactions, comments and complaints per standard practice

· Create/Update customer information in Enterprise Resource Planning system (ERP)

· Create/ Update and release customer orders per established processes

· Support the process for collection of deposits or payments, and/or arrangement for billing

· Inspect and process invoices for accuracy of shipped items

· Process credit application of customers that request terms

· Responsible for maintaining a high level of professionalism and creating a positive customer experience

· Communicating and coordinating with colleagues across departments as necessary.

· Providing feedback on the efficiency of the customer service process and recommendations for improvement.

· Other duties as required

Education and Experience

· High School Diploma, A.S. Degree preferred but not required

· Minimum of 1 year in a Call Center, Customer Service, or Technical Support role

· Proficient with Microsoft Office

· Experience with ERP system or CRM preferred but not required

Other Skills/ Attributes Required:

· Highly responsive, acts with a sense of urgency

· Resourceful in engaging colleagues to resolve customer needs

· Strong organizational skills, attention to detail

· Creative Problem Solving/ Issue Resolution

· Excellent oral and written communication skills

· Bi-lingual: Spanish/English a plus

· Flexible in handling multiple priorities

Job Type: Full-time

Pay: $22.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Shift:

• Day shift

Ability to Commute:

• Rocky Hill, CT 06067 (Required)

Ability to Relocate:

• Rocky Hill, CT 06067: Relocate before starting work (Required)

Work Location: In person

Salary : $22 - $24