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.