Customer Service Representative

POSITION SUMMARY

POSITION SCOPE

• Accurately resolve customer calls/emails in a timely manner while providing a high-quality customer experience, and documenting in system(s) as required.
• Efficient in navigating multiple systems and utilizing troubleshooting skills to find the best resolution available for the customer on the first call.
• Meet/Exceed adherence to schedule at 90% or above to drive an efficient customer experience.
• Accurately enter new orders for products, services, and renewals, and documenting in system(s) as required.
• Create or modify Support quotations when needed.
• Follow up in a timely manner on existing orders to receive information needed to complete order.
• Collaborate with team members and other departments to provide customers with a full- service experience, while providing them with knowledge of their resources.
• Complies with all company policies and procedures; maintains respectful relationships with coworkers
• Coordinate with other departments (CRM, Order Entry, Sales, Accounts Receivable, Sales Enablement, etc.,) in handling purchase orders and providing service to customers.
• Complies with all company policies and procedures; maintains respectful relationships with coworkers.
• Assists with training and daily coordination and collaboration with other teams and departments.
• Reports customer issues and customer complaints to management.
• Other tasks and duties as assigned.

QUALIFICATIONS

• High school degree or equivalent
• 1-3 years’ experience in customer success/account management in support of revenue clients is necessary.
• ​Strong troubleshooting and analytical ability ​ Self-starter, positive, creative problem solver.
• Ability to manage multiple customers' demands with excellent time management skills.
• Strong organizational and project management skills.
• Thrives in fast-paced environments, embraces challenges with a "can-do" attitude, is independent and demonstrates proactive strong problem-solving skills.
• Passionate about understanding and solving customer needs with a strong history of customer outcome focused roles.
• Effective interpersonal and written and verbal communication skills.
• Detail oriented with accurate data entry skills.
• Preferred experience with GoTo phone system or similar platform.
• Preferred experience with Salesfrorce Business Suites and at least beginner level Microsoft Word and Excel.
• Proficient PC and technical/software skills.

WORK ENVIRONMENT

• This role is remote and only open to candidates currently located in the United States and able to work without sponsorship.
• It requires a suitable space that provides a private and quiet workplace.
• Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.

PHYSICAL REQUIREMENTS

• Perform tasks in a home office environment with frequent virtual meetings, communications, and interruptions, requiring effective time management and prioritization.
• Prolonged sitting with sustained visual focus on digital screens, requiring the ability to interact at a typical working distance.
• Frequent use of keyboard and mouse, involving repetitive hand movements and fine motor skills for typing, navigating, and handling materials.
• Occasionally adjust position or move within the workspace to reach, retrieve, or access items, involving bending, twisting, or reaching, and occasionally lifting or carrying items weighing up to 10 pounds.
• Travel requirements: Minimal (less than 10%)