Job Title: Customer Service Representative
Location: Charlotte, NC
Department: Customer Service
Job Type: Full-time
Job Overview: We are seeking a motivated and customer-focused individual to join our team as a Customer Service Representative. The successful candidate will be responsible for handling customer inquiries, resolving complaints, and providing an exceptional customer experience. This role requires excellent communication skills, a friendly and patient demeanor, and the ability to work efficiently in a fast-paced environment.
Key Responsibilities:
Customer Interaction:
- Handle inbound and outbound customer calls, emails, and chat inquiries.
- Provide accurate information about products and services.
- Assist customers with placing orders, returns, and exchanges.
- Address and resolve customer complaints in a professional manner.
Problem Solving:
- Troubleshoot and resolve customer issues efficiently.
- Escalate complex issues to the appropriate department when necessary.
- Follow up with customers to ensure their issues are resolved satisfactorily.
Documentation:
- Maintain detailed and accurate records of customer interactions.
- Update customer information in the company's CRM system.
- Prepare reports on customer feedback and service issues.
Product Knowledge:
- Stay up-to-date with product knowledge and company policies.
- Provide customers with recommendations based on their needs and preferences.
Team Collaboration:
- Collaborate with team members to improve overall customer service experience.
- Participate in team meetings and training sessions.
- Share feedback and insights to help improve processes and customer satisfaction.
Qualifications:
- High school diploma or equivalent; college degree preferred.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Proficient in using customer service software, CRM systems, and Microsoft Office Suite.
- Ability to work flexible hours, including evenings and weekends if required.
- Positive attitude and a team player.