Customer Service Representative ($21 Kingston, MA)
Roth Staffing Companies

Job Title: Customer Service Representative

Reports to: Customer Service Manager

Job Summary:

The Customer Service Representative is responsible for managing customer inquiries, resolving complaints, and providing information about the company's products or services. This role requires strong communication skills, problem-solving abilities, and a commitment to providing excellent service. The ideal candidate is patient, empathetic, and capable of handling a variety of customer interactions in a professional and courteous manner.

Key Responsibilities:

• Handle inbound customer calls, emails, or chat messages in a timely and friendly manner.
• Identify and assess customer needs to achieve satisfaction.
• Provide accurate, valid, and complete information using the company's resources and guidelines.
• Resolve customer complaints by determining the cause of the problem, selecting and explaining the best solution, and following up to ensure resolution.
• Process orders, applications, and requests accurately and efficiently.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Follow communication procedures, guidelines, and policies.
• Manage customer accounts, keeping records of customer interactions and transactions.
• Suggest solutions or additional products to improve customer experience.
• Work with other departments to ensure efficient service delivery and address complex customer concerns.
• Meet personal and team qualitative and quantitative goals.

Requirements:

• Proven customer service experience or experience as a customer service representative.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills.
• Ability to multitask, prioritize, and manage time effectively.
• High school diploma or equivalent; college degree preferred.

Work Environment:

• May require shift work, including evenings, weekends, and holidays.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.

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