What are the responsibilities and job description for the Customer Service Representative position at EZSTAK LLC?
Summary
The Customer Service Representative is responsible for providing exceptional support to clients through phone, video, and email communication. This role manages customer inquiries, tracks and trends complaints, and assists in the preparation of customer-related documents and manuals. The Customer Service Representative plays a key role in maintaining customer satisfaction and ensuring a seamless communication process between clients and EZ STAK.
Job Responsibilities:
- Answer inbound calls promptly, ensuring the phone is picked up on the first ring whenever possible.
- Provide phone and video support to clients, ensuring prompt and professional responses.
- Handle customer communication via email, addressing inquiries and concerns efficiently.
- Manage and resolve customer inquiries, ensuring a positive customer experience.
- Track and analyze customer complaints, identifying trends and areas for improvement.
- Prepare and submit monthly and quarterly reports to senior management on customer service performance.
- Handle inbound calls for EZ STAK, directing them appropriately when necessary.
- Assist in creating and maintaining customer-related documents, manuals, and resources.
Key Competencies:
- Strong verbal and written communication skills
- Excellent organizational skills
- Attention to detail and accuracy
- Ability to follow up and follow through on customer concerns
- Strong customer service experience and problem-solving skills
- Proficiency in computer applications and software
Requirements:
- High school diploma or equivalent; post-secondary education in a related field is an asset
- 3 years experience in Customer service and 1 year in a related industry
- Proficiency in Microsoft Office Suite and customer relationship management (CRM) software
- Ability to multitask and work in a fast-paced environment
- Strong problem-solving skills and ability to de-escalate customer concerns
- Availability to work standard business hours with flexibility for additional hours as needed
Working Conditions:
- Office-based role with frequent phone, video, and email communication
- May require sitting for extended periods while using a computer and telephone
- Fast-paced environment with frequent interactions with customers and internal teams
- Occasional requirement to work beyond regular hours to meet business needs.
- This job description is designed to provide a framework for the role and may evolve based on business needs and priorities.
KPI's
- Customer satisfaction rating (measured via surveys or feedback)
- Average response time for customer inquiries
- Resolution time for customer complaints
- Number of customer complaints tracked and analyzed
- Accuracy and timeliness of monthly and quarterly reports
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Expected hours: 40.0 per week
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Referral program
- Vision insurance
Shift:
- Day shift
Ability to Commute:
- Watertown, NY 13601 (Preferred)
Ability to Relocate:
- Watertown, NY 13601: Relocate before starting work (Preferred)
Work Location: In person
Salary : $18 - $20
