Customer Service Representative, Customer Experience
Global Industrial Company
full-time
Posted on:
Location Type: Office
Location: Buford • United States
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About the role
- Address inbound customer questions and concerns arriving via phone and email
- Own the entire interaction with that customer and provide total resolution for their needs
- Work with other Global Industrial associates, product managers, and partners to gather information, resolve customer needs, and improve processes
- Investigate and resolve customer inquiries related to their orders or shipments
- Update systems and document all interactions with customers, associates, and partners
- Provide order status, check inventory, schedule returns, file shipping claims, notate accounts, troubleshoot problems, handle complaints, and assist with billing inquiries
- Efficiently and professionally communicate with customers and assist them with their needs
- Strong phone contact handling and active listening skills
- Excellent written communication and comprehension
- Skilled at consistently providing outstanding customer service and following through on responsibilities or promises made to customers
- Independent decision-making skills with the ability to handle and resolve complex issues
- Conversational, patient and confident demeanor with a positive attitude
- Ability to stay composed and objective with an angry customer, and de-escalate issues as needed
- Motivated to create and perpetuate a team environment in the workplace and among other associates
- Demonstrated ability to complete projects and assignments accurately in a fast-paced environment
- Ability to use Windows based systems, digital soft phones, and familiarity with CRM systems and practices
Requirements
- 2+ years previous customer service experience in a phone / email contact center
- High school diploma or GED
- Experience in a performance-based or metric-driven environment
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
active listeningexcellent written communicationoutstanding customer serviceindependent decision-makingproblem-solvingde-escalationteam collaborationproject completioncomposure under pressurepositive attitude
Certifications
high school diplomaGED