Customer Service Representative

Marshfield, WI - United States
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Job Description

Employment Type: Full-time or Part-time Employee
Level: Associate
Location: Onsite
Compensation: Introductory 20K-40K

Job Overview

The CSR attracts potential customers by answering product and service questions, suggesting information about our products and services for multiple brands. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

Requires a high school diploma or equivalent and 1-3 years of experience in a related area is preferred. Has knowledge of commonly used concepts, practices, and procedures with customer service. Rely on instructions and pre-established guidelines to perform the functions of the job. Typically reports to a supervisor or manager. The target is to ensure excellent service standards and maintain high customer satisfaction.

Responsibilities

  • Open and maintain customer accounts by recording account information
  • Maintain financial accounts by processing customer adjustments
  • Prepare product or service reports by collecting and analyzing customer information
  • Contribute to team effort by accomplishing related results as needed
  • Manage large amounts of incoming and outgoing calls
  • Generate sales leads
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/team sales targets and call handling quotas
  • Handle questions and issues, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution for customer issues via phone, email, mail, or social media.
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines, and policies
  • Go the extra mile to engage customers
  • Use telephones to reach out to customers and verify account information
  • Greet customers warmly and ascertain problem or reason for calling
  • Cancel or upgrade accounts
  • Assist with placement of orders, refunds, or exchanges
  • Advise on company information
  • Take payment information and other pertinent information such as addresses and phone numbers
  • Answer questions about warranties or terms of sale
  • Act as the company gatekeeper
  • Attempt to persuade customer to reconsider cancellation
  • Inform customer of deals and promotions
  • Sell products and services
  • Utilize computer technology to handle high call volumes
  • Work with customer service manager to ensure proper customer service is being delivered
  • Compile reports on overall customer satisfaction
  • Handle changes in policies or renewals
  • Resolve customer complaints via phone, email, mail, or social media

Qualifications

  • Minimum of an High School Diploma
  • 1-3 years of Customer Service Experience

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