Customer Service Associate

Customer Service Associate
Location: Seattle, WA
Type: Direct Placement, Full-Time
Schedule: Hybrid (After Onboarding & Training: 2 Days On-Site & 3 Days Remote)
Salary: $23/hr

Job Description:
As a Customer Service Associate, you will be the frontline brand ambassador, delivering white-glove service and concierge-level support to our esteemed customers. Your role is pivotal in ensuring that every interaction reflects our commitment to excellence and exceeds customer expectations. From assisting with inquiries and resolving issues to providing personalized recommendations and guidance, you will serve as the cornerstone of our customer experience. With your unwavering dedication to customer satisfaction and your innate ability to anticipate and fulfill customer needs, you will play a key role in fostering long-term relationships and loyalty.

Key Responsibilities:

• Serve as the primary point of contact for customers, delivering personalized assistance and support via various channels including phone, email, chat, and in-person interactions.
• Demonstrate exceptional communication skills and a deep understanding of customer needs to ensure each interaction is tailored to their preferences and requirements.
• Proactively anticipate customer needs and preferences, offering personalized recommendations, solutions, and assistance to enhance their experience.
• Act as a trusted advisor, providing expert guidance on membership benefits, services, and offerings to optimize customer satisfaction and engagement.
• Effectively troubleshoot and resolve customer inquiries, concerns, and issues in a timely and efficient manner, demonstrating empathy, patience, and professionalism always.
• Escalate complex or unresolved issues to appropriate team or management for further assistance and resolution, ensuring customer satisfaction and retention.
• Utilize Client Relationship Management (CRM) to document customer interactions and support.
• Adhere to established service standards and protocols, maintaining a high level of quality and consistency in all customer interactions.
• Conduct thorough follow-up and feedback loops to gather insights and identify areas for improvement, contributing to ongoing enhancements in service delivery and customer satisfaction.
• Consistently meet or exceed performance metrics and key performance indicators (KPIs) related to service levels, response times, resolution rates, and customer satisfaction scores.
• Strive for continuous improvement and development, actively participating in training programs, coaching sessions, and performance reviews to enhance skills and achieve personal and team objectives.

Requirements:

• High school diploma or equivalent (Associate or Bachelor's degree preferred).
• 3 - 5 years of customer service experience, preferably in a call center or support role.
• Strong verbal and written communication skills.
• Ability to multitask and handle high-volume interactions efficiently.
• Proficiency in Microsoft Office Suite and CRM software.
• Strong problem-solving and conflict-resolution abilities.
• Ability to work independently and collaboratively in a hybrid work environment.

Preferred Qualifications:

• Experience in a customer-facing role within a retail, e-commerce, or service industry.
• Bilingual (Spanish or another language) is a plus.
• Familiarity with ticketing systems and customer support tools.

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