What are the responsibilities and job description for the Customer Service Representative position at RSI?
Job description
We are seeking a dedicated and customer-focused individual to join our team as a Customer Care Team Member. In this role, you will be responsible for providing exceptional customer service by promptly and efficiently answering phone calls and emails from our valued customers. You will play a crucial role in, creating and researching service calls, and ensuring that all communication is routed to the appropriate team within our organization.
Responsibilities:
Answering Calls and Emails: Professionally and courteously handle incoming customer calls and emails, ensuring prompt and accurate resolution of inquiries, requests, and concerns.
Customer Assistance: Provide outstanding customer service by actively listening to customers, understanding their needs, and providing appropriate solutions or guidance.
Service Call Creation and Research: Create new service calls accurately and efficiently, ensuring all necessary details are captured. Conduct research and gather relevant information to address customer inquiries or complaints effectively.
Routing and Escalation: Assess incoming calls and emails and direct them to the appropriate team within the organization, ensuring that customers are connected with the right department or individual to resolve their issues.
Documentation and Follow-up: Maintain accurate and detailed records of customer interactions, inquiries, and resolutions in our customer relationship management (CRM) system. Follow up with customers as needed to ensure complete satisfaction.
Product and Service Knowledge: Develop a comprehensive understanding of our products, services, policies, and procedures to effectively address customer inquiries and provide accurate information.
Team Collaboration: Collaborate closely with other team members and departments to share knowledge, resolve complex issues, and improve overall customer satisfaction.
Continuous Improvement: Identify opportunities for process improvement and contribute ideas to enhance the customer care experience and operational efficiency.
Requirements:
Education: High school diploma or equivalent. Additional relevant certifications or training in customer service is a plus.
Experience: Prior experience in a customer service setting or restaurant setting is preferred but not required.
Excellent Communication Skills: Strong verbal and written communication skills with the ability to convey information clearly and concisely.
Empathy and Patience: Demonstrated ability to empathize with customers and remain patient and calm in challenging situations.
Problem-Solving Abilities: Proven problem-solving skills with the ability to think critically, analyze situations, and provide appropriate solutions.
Multitasking: Ability to handle multiple tasks simultaneously while maintaining attention to detail and meeting deadlines.
Computer Proficiency: Comfortable using computer systems, software applications, and CRM tools to document customer interactions and retrieve relevant information.
Team Player: Collaborative mindset with the ability to work effectively as part of a team to achieve shared goals.
Join our dynamic customer care team and contribute to delivering exceptional service to our valued customers. Apply today and be a part of our commitment to customer satisfaction and success.
On call rotation is a requirement of this position.
Job Type: Full-time
