Customer Service Representative

Overview:

They are product and service knowledge experts and support the growth of the organization daily. Customer Service Representatives are the voice of Tyndale and are the front line to offering top-notch customer service excellence. They are organized and efficient with excellent time management skills and seek to exceed customer expectations 100% of the time.

This position is a 10:30AM to 7:00PM, M-F opportunity.

HYBRID/REMOTE: Tyndale supports a strong work-life balance. This opportunity is a work from home role on a part-time, regularly-scheduled basis. To be considered, candidates must reside within a commutable distance from our City Centre office location in Houston, TX.

• Follow this link to learn more about a day in the life of a Customer Service representative: https://vimeo.com/479082785/b3ace0fd22

Responsibilities:

• Process customer orders with a high level of accuracy and efficiency.
• Assist customers with inquiries with website navigation and ensure customer satisfaction is achieved.
• Aid customers regarding inquiries pertaining to various concerns, such as delivery, product options, and lost shipments, ensuring their complete satisfaction with the resolution.
• Provide call support quality assurance, including handling customer interactions, with focus on resolving to customer’s satisfaction.
• Verify customer’s profile information to ensure accuracy in Tyndale systems; resolve any discrepancies using the appropriate procedures.
• Responsible for cross-departmental verification of orders.
• Process customer returns and replacement orders.
• Process internal requests through Tyndale systems, driving full resolution of issue;
• Meet or exceed performance metrics around customer service-related activities, including call volume, order processing accuracy, customer interaction quality, and customer care resolution.
• Internal collaboration with Tyndale members to drive continuous improvement of customer experience and internal processes.
• Ensure any areas of concern or issues are promptly communicated within the established Customer Service escalation path.

Qualifications:

• High school diploma or equivalent required;
• 1+ yrs of Customer Service related experience required; previous call center experience highly preferred;
• Must have strong, customer centric focus;
• Must be detail-oriented with excellent verbal & written communication skills required;
• Microsoft Office proficiency with basic Microsoft Excel skills required;
• Ability to prioritize tasks in a fast-paced environment;
• Ability to provide top-notch call support, including handling tense customer interactions, striving for one-contact resolution;
• Ability to collaborate with internal team members is a must