Remote - Customer Service Representative

Overview

Date Posted:
6/28/2022
Address:
1415 Murfreesboro Pike
City:
Livingston
State:
TN
Country:
United States of America
Category:
Journeys Call Center

This position is responsible for providing excellent customer service and sales support for stores, in-store customers, and online customers resolving all customer service issues to satisfactory resolution.  This includes addressing questions related to store policy, online order status, merchandise features & use, and uncovering customer needs to facilitate online customer upsell.  The CSR engages every customer via phone, email, website, mail, social media, or other communication venues.  As a Customer Service Representative, this position plays a vital role in establishing customer loyalty, which leads to customer retention.

Job Responsibilities:

  • Answer inbound calls, chats, emails, and texts to assist customers and store employees.
  • Effectively multi-task while managing constant incoming interactions.
  • Identify and assess customer needs, to resolve customer issues and ensure superior customer satisfaction.
  • Use trained methods and tools to provide customers with accurate, valid, and complete information.
  • Use critical thinking, creativity, and problem-solving skills to provide positive options for resolutions.
  • Build personal connections and establish trusting relationships to ensure customer retention and maintain customer loyalty.
  • Follow and promote all company policies, guidelines, procedures, and expectations.
  • Maintain the safety and security of customer information.
  • Meet and exceed goals and standards of performance.
  • Complete additional tasks as business needs permit.

Must possess strong communication (verbal, listening, and written) and interpersonal skills.

  • Excellent computer and typing skills.
  • Must demonstrate strong problem solving and multi-tasking skills in a fast paced environment.
  • Must have ability to handle and resolve conflict positively.
  • Must be able to work both independently and as a team.
  • Must be able to demonstrate good follow-up and follow-through techniques.

Requirements:

  • High school diploma or equivalent required.
  • Regular, predictable, full attendance is an essential function of the job.