Customer Service Representative

Customer Service Rep.

Location: 100% Remote

Pay Rate Range: $22 hourly

W2 Contract

2 Roles Available

• 1 for Chat/Email
• 1 for Phone Support
  
  

Schedule

Monday-Friday 9AM-5PM, Eastern - Chat/Email

Monday-Friday 10am-6pm Eastern - Phone

Job Summary

Answer toll free customer service calls, and correspondences, including letters, internet e-mails, chat, and/or social media comments. Field customer questions, resolve standard customer complaints, document information in the customer tracking system and ensure effective communication at all levels. Monitor Facebook, Twitter, Instagram, TikTok and respond to customer comments/questions.

Duties And Responsibilities

• Respond accurately, promptly and effectively to all forms of customer communication, including phones, letters, Internet e-mails, chat, social media referrals.
• Resolve difficult and sensitive customer issues in an objective and timely manner, using problem solving and negotiation skills.
• Communicate with District Managers, Store Managers and Home Office personnel to resolve customer problems and answer questions. Escalate serious issues to protect the company/brand.
• Document customers and store information in customer tracking system. Code correctly and provide continuous updates until the issue is resolved and ready to close.
• Promote a positive Company image in support of Customer Service objectives and mission statement.
• Make sound judgment calls that align with the brand, escalation and customer service policies for social media customer related issues by following social media moderation guidelines.
• Multitask in a fast-paced environment and moderate a high volume of inbound/outbound content to provide good customer service follow up and follow through
• Special projects/duties as assigned
  
  

Skills Required

• Proven Conflict Management Skills
• Strong Analytical and Problem-Solving Skills
• Good Listening Skills
• Organizational Skills
• Prioritizing skills and effective time management
• Flexibility
• Ability to multi-task
• Excellent Verbal and Written Communication Skills
• PC knowledge including email knowledge; Word and Excel preferred
• Typing Skills
• Social Media Moderation Experience Preferred
• Ability to Separate Emotion and respond objectively
• Works well in a team environment
• A min requirement for WIFI speed-high speed connection
• Need quiet workspace, free of background noise, and good for video meetings/chats
  
  

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