Customer Support Representative

Job Description

We are looking for a Customer Support Representative to join our call center team. In this role, you will handle inbound and outbound calls, assist customers with inquiries, troubleshoot issues, and provide solutions in a professional and efficient manner. The ideal candidate has excellent communication skills, a problem-solving attitude, and the ability to thrive in a fast-paced environment.

• Basic Computer Skills
• High School Diploma / GED
• AND 6 months experience in Customer Service or data management role
• Ability to multi-task and deal with stressful situations
• Must show a level of empathy and willingness to help
• Ability to understand written materials and instructions

• Answer inbound calls, emails, and chat inquiries from customers
• Make outbound calls to follow up on customer concerns or provide additional support
• Conduct initial assessment, research and provide resolutions for clients
• Navigate multiple internal database systems 
• Maintain and complete comprehensive client files in a timely manner
• Provide accurate information about products, services, and company policies
• Troubleshoot customer issues and provide step-by-step solutions
• Escalate complex issues to the appropriate department or supervisor when necessary
• Process orders, returns, refunds, and account updates
• Maintain detailed and accurate records of customer interactions in the system
• Meet performance metrics such as call handling time, customer satisfaction, and resolution rate
• Adhere to company policies, scripts, and quality assurance guidelines
• Stay up to date on product knowledge and company procedures
• Handle high call volumes efficiently while maintaining a positive attitude
• Collaborate with other team members to improve customer service processes