Customer Service Rep

Pomona NY

$50,000 - $65,000

Our Client is seeking a friendly and dedicated Customer Service Representative to join their team. This role is pivotal in delivering exceptional support to our customers, addressing inquiries, resolving issues, and ensuring a positive experience with our products or services. The ideal candidate will possess excellent communication skills, a problem-solving mindset, and a passion for helping others in a fast-paced environment.

Key Responsibilities:

• Customer Support: Respond to customer inquiries via phone, email, chat, or in-person (if applicable), providing accurate and timely information about products, services, pricing, and policies.
• Issue Resolution: Troubleshoot and resolve customer complaints or concerns efficiently, escalating complex issues to supervisors or specialized teams when necessary.
• Order Processing: Assist customers with placing orders, tracking shipments, processing returns, or managing account updates, ensuring a seamless transaction experience.
• Documentation: Accurately log customer interactions, issues, and resolutions in the company’s CRM system to maintain detailed records and support follow-up actions.
• Product Knowledge: Maintain a thorough understanding of company offerings, staying updated on new products, services, or promotions to provide informed assistance.
• Customer Advocacy: Act as the voice of the customer, relaying feedback, suggestions, or recurring issues to management to improve products, services, or processes.
• Team Collaboration: Work closely with sales, billing, and technical teams to coordinate solutions and ensure customer needs are met across departments.
• Upselling Opportunities: Identify opportunities to promote additional products or services that enhance the customer’s experience, when appropriate.
• Quality Assurance: Adhere to company standards for service quality, response time, and professionalism, contributing to overall customer satisfaction metrics.
• Multitasking: Handle a high volume of inquiries efficiently, prioritizing tasks to meet service level agreements and maintain a positive attitude under pressure.

Qualifications:

• Education: High school diploma or equivalent required; Associate’s or Bachelor’s degree in a related field is a plus.
• Experience:1-2 years of customer service experience preferred, though entry-level candidates with strong interpersonal skills will be considered.
• Experience in a call center, retail, or service industry is an advantage.
• Skills: Excellent verbal and written communication skills.
• Proficiency in CRM software (e.g., Zendesk, Salesforce) and Microsoft Office Suite.
• Strong problem-solving and conflict resolution abilities.
• Ability to type quickly and accurately for efficient documentation.
• Attributes: Patient, empathetic, and customer-focused with a positive demeanor.
• Adaptable and resilient, able to handle difficult or upset customers calmly.
• Team player with a proactive approach to assisting colleagues and customers.