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Customer Service Representative
Location: Fairhaven, MA
Summary of Responsibilities:
This position is responsible for providing high quality, timely service to customers and agents by answering inbound and placing outbound phone calls regarding products, services, order processing, order status, quotations, shipping, billing, stock/inventory, and order size. This position is also responsible for promptly and accurately processing customer requests using a host of administrative systems and is expected to utilize various resources to assess a situation to determine an appropriate course of action.
Responsibilities and Duties
Listens carefully and attentively to understand the concerns and needs of callers when taking inbound calls from customers and agents
Identifies customer needs and expectations
Effectively navigates and accurately enters customer and/or order data into the appropriate system
Projects an attitude of service, empathy and patience to all customers under all circumstances
Follows up to ensure customer satisfaction
Adjusts complaints concerning billing or service rendered, referring complaints of service to designated department for investigation
Handle internal and external business related issues diplomatically and assist others in resolving difficult situations
Qualifications
Minimum six months customer service experience required, preferably in a call center environment
Demonstrated outstanding customer service and communication skills
Solid computer and keyboard skills
Desire, willingness, and ability to learn and perform in a fast paced environment
Ability to work and succeed in a team environment
Ability to work a flexible work schedule
Must be excited about working in a team orientated, high-energy call center
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Supervisor
Department: Call Center Operations
Location:Fairhaven, MA
Job Reports To: Senior Supervisor
Position Summary:
Responsible for providing leadership to a team of Customer Service Representatives to ensure all service levels objectives are consistently met. Responsible for ensuring that each member of the team is provided with training, mentoring, coaching, and on-the-job support in proper business practices. Responsible for representing the team, presenting team suggestions and recommendations on processes and procedures in accordance with organization cost, quality, and productivity goals.
Responsibilities and Duties:
- Directs and supports the daily activities of up to 20 employees
- Evaluates individual performance and productivity levels, and provides training and/or performance development to improve results
- Implements and monitors procedures to ensure smooth, accurate, and timely work flow within the team
- Communicates and ensures the consistent application of company policies and standard operating procedures
- Serves as a liaison between department management and team
- Resolves escalated calls and issues in an efficient and professional manner
- Researches customer and client issues and identifies trends
- Facilitates innovations that promote continuous improvement and result in improved service and/or reduced operating expense
- Completes special projects as other duties as assigned
Experience/Qualifications:
- Minimum two years customer service experience required, preferably in a call center environment
- Minimum one year leadership experience preferred
- Demonstrated ability in coaching skills, performance management, and individual goal setting desired
- Demonstrated experience in successful problem solving and management of multiple tasks in a fast paced environment required
- Strong analytical skills, including the ability to exercise sound independent judgment
- Strong interpersonal communication skills required
- Knowledge of and experience with pertinent systems and databases required
- Associates degree from a two year college or university, or equivalent education and experience preferred
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