CUSTOMER SERVICE REPRESENTATIVE

Location: Cincinnati, Ohio

Direct Hire

CUSTOMER SERVICE REPRESENTATIVE

RESPONSIBILITIES:

  • Communicates with employees via email or phone to track orders, verify credits, missing/damaged products and other general inquiries.
  • Review and reply to all incoming customer service emails in a timely manner.
  • Outbound retention calls to all employees that reach their 1 month, 3 month, 6 month or 1 year anniversary date to assist with any questions or concerns on sales and recruiting.
  • Assist with Annual Training, National Convention, other corporate events, and other projects as needed.
  • Answers all employee questions and concerns on the Corporate Forums online (Chat) in a timely manner.
  • Ability to fill in the Operator/Receptionist position when needed.
  • Distributes all Customer Service voice mails to fellow customer service representatives to follow up and assist with employees.
  • Answer customer inquiries by phone and email in regards to orders placed online at the website or through an employee's personal website.
  • Assist customers with placing orders by phone
  • Issue RMA (Return Merchandise Authorizations) for defective products
  • Process replacement orders and file claims for lost or damaged orders
  • Handle complaints
  • Research customer inquiries by phone and email in regards to products not received or lack of professionalism displayed by an employee.
  • Correspond with employees to ensure complaints are resolved to customer's satisfaction
  • Notify Customer Care Manager of employee receiving multiple customer complaints
  • Create weekly report documenting employees that received complaints
  • Welcome Calls
  • Provide Welcome Call to new employees once their kit information is processed

THE IDEAL CANDIDATE WILL HAVE THE FOLLOWING:

  • Be able to perform excellent customer service, addressing inquiries, and problem resolution, in according with company policies and procedures.
  • Dependable and reliable.
  • Computer skills by entering data into several different systems while on the phone.
  • Should possess the qualities of flexibility, versatility, and sense of humor under pressure.
  • Ability to work collaboratively and constructively in a team environment.
  • Ability to communicate to both technical and non-technical people alike.
  • Excellent organizational skills with the ability to listen, follow up, attention to detail, and accomplish desired results verbally and/or in written form to appropriately document issues.
  • Hard working, motivated and self-directed-able to think critically.
  • Ability to learn quickly and work independently with or without direct supervision.
  • Ability to function effectively in a team environment.
  • Ability to maintain a positive mental attitude in a highly flexible environment.
  • Ability to figure amounts for commission, contests, invoices and discounts.
  • Maintain a professional demeanor at all times. 
  • Ability to read and write routine reports and correspondence, remaining positive at all times.