What are the responsibilities and job description for the Customer Service Specialist position at xTool Retail Studio?
Customer Service Specialist
We are seeking a proactive Customer Service Specialist to join our team in Mountain View, CA.
Key Responsibilities:
- Manage customer interactions across multiple channels including phone calls, emails, and live chat, while generating insightful customer reports and ensuring compliance with Customer Satisfaction (CSAT) standards.
- Address and resolve customer complaints with professionalism and empathy, escalating complex cases when necessary.
- Assist customers with product orders, returns, and exchanges, ensuring seamless transactions.
- Maintain detailed records of customer interactions and transactions in the CRM system.
- Analyze customer feedback and interaction data to generate reports that inform product development and service improvements.
- Monitor and strive to meet or exceed established Customer Satisfaction (CSAT) metrics.
- Work closely with sales, product development, and marketing teams to relay customer feedback and contribute to product enhancements.
- Participate in training sessions to stay updated on product knowledge and customer service best practices.
Benefits:
- Competitive salary
- Health, dental, and vision insurance
- 401(k) with company match
- Paid time off and holidays
- Opportunities for professional development
Qualifications:
- Experience: Minimum of 2 years in a customer service role, preferably within the consumer goods industry, with experience handling multichannel support.
- Excellent verbal and written communication abilities.
- Proficiency in analyzing customer data and generating actionable insights.
- Familiarity with CRM systems and customer service software.
- High school diploma or equivalent; a bachelor's degree is advantageous.
- Strong ability to troubleshoot issues and provide effective solutions.
- Demonstrated commitment to delivering exceptional customer experiences.