What are the responsibilities and job description for the Customer Service Representative position at Kayak Pools Midwest?
We are seeking a professional, empathetic, and solution-oriented Customer Service Representative to join our team. In this role, you will be responsible for providing exceptional customer support, handling inquiries, resolving issues, easing customer dissatisfaction, and collecting valuable feedback to improve our products and services. The ideal candidate will be an excellent communicator with strong problem-solving skills and a calm, patient demeanor under pressure.
Key Responsibilities:
- Customer Support: Provide front-line customer support through various communication channels (phone, email, text, etc.).
- Collect Customer Feedback: Gather and document customer feedback to identify trends, concerns, and areas of improvement. Share insights with the relevant departments to inform product development, service enhancements, and customer experience improvements.
- Customer Education: Educate customers on product features, services, and company policies, ensuring they have the information needed to use products or services effectively.
- Maintain Professional Relationships: Build and maintain strong, positive relationships with customers by being attentive, proactive, and approachable in all interactions.
- De-escalation & Issue Resolution: Address customer complaints and concerns in a calm, professional, and empathetic manner. Use active listening skills to understand issues and work collaboratively with customers to resolve their concerns in a timely and effective way.
- Customer Record Maintenance: Accurately log customer interactions, complaints, feedback, and resolutions into the company’s CRM system for future reference and reporting purposes.
- Collaboration: Work closely with other departments (sales, technical support, etc.) to resolve customer issues, provide insights for improving customer satisfaction, and ensure a seamless customer experience across touchpoints.
- Proven experience in a customer service or client-facing role (minimum of 2 years' experience).
- Strong interpersonal and communication skills, both verbal and written.
- Ability to remain calm, patient, and empathetic in high-stress situations.
- Ability to handle challenging conversations and de-escalate tense situations effectively.
- Excellent problem-solving skills and the ability to think critically on your feet.
- Detail-oriented with strong organizational and multitasking abilities.
- A positive attitude, willingness to learn, and a customer-first mentality.
- $17-$22/hr pay range based on experience.
- Health & Wellness Stipend.
- 401(k).
- Tropical Company Trip.
Salary : $17 - $22
