Customer Service Representative

Through problem identification, troubleshooting, and resolution, CSR is required to provide innovative and exceptional customer handling following University Frames Guidelines. As a key member of the customer service team, CSR is expected to maintain University Frame's culture of excellence and commitment to quality in every aspect of their work.

• Respond to customer inquiries and provide first contact resolution of customer issues via phone, typed-chat, and email.
• Deliver timely and accurate responses to customer questions and requests.
• Take personal ownership of customer requests and maintain accountability for follow-through.
• Perform account maintenance, data entry, and order processing functions.
• Provide exceptional customer experience as measured through customer surveys.
• Provide proactive customer communications via phone, typed-chat, or email when necessary.
• Display a professional, positive, and enthusiastic demeanor to employees and customers.
• Maintain security and confidentiality of University Frame’s internal information and customer/account information.
• Escalate or refer issues beyond the scope of basic training and duties.
• Demonstrate a thorough understanding of departmental policies and procedures.
• Support University Frame’s account, payment, and technical related issues.
• Other duties as assigned.

Requirements:

• Team player with a positive attitude
• Available to work days, and weekends
• Comfort with using telephony related hardware and software
• Skilled with Microsoft Office
• Excellent attention to detail

Pluses:

• Previous call center or direct customer-facing experience
• Online market experience (Amazon, Walmart, etc.)
• Knowledge of QuickBooks software
• Adobe or any graphics background

Job Duties:

• Answer incoming customer inquiries
• Collaborate with management teams to stay updated on new products, services, and policies
• Record customer information within our customer service database
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company's customer service policies
• Other duties as requested

Communication method(s) used:

• Email
• Phone
• Chat

• No

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