Customer Service Representative

POSITION: Customer Service Representative

DEPARTMENT: Customer Service

RELATIONSHIPS:

• Reports to: Customer Service Supervisor
• Works closely with: All departments and appropriate coworkers depending on customer needs
• Supervision given: None
• Supervision received: Under direction where definite objectives are established; plans and arranges a significant portion of own work, referring only unusual cases to supervisor or others.

JOB CONTENT: Portrays a positive image of Mystic Stamp Company through front line contact, via telephone, written correspondence and in person. Provides quick and accurate personal service with use of reference materials and product knowledge.

ESSENTIAL FUNCTIONS:

• Handle incoming calls, email, and mail and respond in an efficient manner with a focus on quality
• Takes ownership of customer inquiries/orders, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Handles customer complaints by analyzing, researching, and responding appropriately to correspondence and questions within established turnaround time, working closely with other departments to accomplish this task
• Provide accurate, valid and complete information using resources, tools, standard operating procedures and Mystic policies
• Build customer relationships through open and interactive communication
• Document customer interactions, and update account accurately
• Attempt to persuade customers from discontinuing by providing solutions that will fit their collecting needs and guidelines
• Meet customer expectations in regards to agreed upon follow up by means of outbound calls, mail, and/or email
• Complete assigned tasks, and assist with projects as assigned by Team Lead or Supervisor
• Maintain updated procedures. Develop and grow knowledge of products and business lines
• Consistently communicate to management areas of improvement, efficiencies and customer suggestions
• Meet personal/team goals and call metrics
• Perform additional tasks as requested by management

EDUCATION/EXPERIENCE REQUIREMENTS:

• Two-year college degree or equivalent
• One-year prior customer service experience preferred

SKILLS:

• Possess or obtain i-series skills
• Possess or obtain broad knowledge base of existing and new products offered
• Adapt/respond to different types of customer orientation, tasks, and volume
• Multi-task, prioritize and manage time effectively
• Above average written and verbal communication skills
• Possess basic math skills including: addition/subtraction, multiplication/division, percentages, decimals
• Attention to detail
• Work well independently and in a team environment
• Ability to read and understand customer’s correspondence
• Clear, well modulated speaking voice
• Clear and easy to read handwriting

Job Type: Full-time

Pay: From $21.96 per hour

Benefits:

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

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person

Ability to commute/relocate:

• Camden, NY 13316: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

Salary : $22