Job Summary:
This position is responsible for offering expertise and advice in resolving customer concerns in an accurate and timely manner. This position will work cross functionally to effectively resolve any service or order related issues, while balancing both the needs of the customer and the business.
Responsibilities
- Effectively, research, analyze and resolve customer issues via multiple work queues in timely manner.
- Identifies processes that will create efficiencies in workflow which in turn will increase customer satisfaction.
- Analyze customer concerns and provide appropriate resolution and actions.
- Serve as liaison between management, and customer to improve customer service and business productivity.
- Identify opportunities for improvement and work cross functionally to enhance business processes.
- Assists in the development, testing, and communication of operational policies and procedures.
- Assist in training and mentoring peers on improving customer support service.
- All other duties as assigned.
Qualifications
- 1 3 years minimum experience in customer support / sales support or other contact center role.
- 4-year degree in business, management, or related field, preferred.
- Strong verbal and written communications and interpersonal skills.
- Customer focused with the ability to work effectively and professionally with customers.
- Regular, consistent, and punctual attendance. Must be able to work variable schedule(s) and overtime, as necessary.
- Team player within department, company, and network.
- Basic level computer skills with basic Microsoft programs.
1. Excellent Communication Skills
- Clear, calm, and able to adjust tone
- Strong listening and the ability to explain things simply and professionally
2. Superior Customer Service Orientation
- Empathetic, patient, and sound judgment
- Can manage difficult interactions without attitude or escalation
3. Positive Attitude + High Coachability
- Steady, respectful, and easy to work with
- Open to feedback, adaptable, and proactive
- Not entitled, not reactive, and not someone who complains about every small thing
- Contributes to a healthy and stable team environment
4. Reliability
- Strong attendance and daily consistency
- Someone we can depend on, especially during peak periods
5. Resilience
- Comfortable with pressure, shifting demands, and volume spikes
- Can bounce back from difficult calls without it affecting performance
