Customer Service Representative
Position Summary
The Customer Service Representative plays a valuable support role by providing a superior level of service to all customers to help them achieve their individual goals. The goal for the Customer Service Representative is to ensure that the orders, claims, inquiries of our alphabroder customers are placed and processed with accuracy and on-time to meet the customer’s needs.The Customer Service Representative builds a trusted relationship with the customer adding tremendous value to the customer experience, partnering to make alphabroder the clear choice for promotional Hard Goods and Apparel. The Customer Service Representative advocates for the customer serving as their liaison with the sales team and the internal alphabroder Operations team.
This is a Work from Home position.
Responsibilities
The Customer Service Representative supports the inquiry/order process in a deadline driven product manufacturing environment. The primary activities of the position will include, but not be limited to:
+ Handle high volume of inbound and outbound calls as well as emails/chats.
+ Provide superior internal/external customer service to every customer every time by using relationship building techniques and proper phone / email etiquette
+ Troubleshoot and provide mutually beneficial resolution.
+ Research billing or payment inquiries
+ Respond to customer inquiries, which may include, but is not limited to returning customer phone calls as well as emails.
+ Use business system applications to process, update and enter customer orders and inquiries.
+ Provide management with feedback regarding customer concerns and proposed resolutions.
+ Cross-selling and up-selling by assisting customers in finding product that satisfies their needs.
+ Must meet all benchmark standards set forth by management.
+ Adhere to all company policies and procedures.
+ May be assigned special projects/assignments as the need arises.
Qualifications
Qualifications
+ High school diploma or equivalent
+ Strong time management skills; ability to manage multiple tasks and meet multiple deadlines
+ Excellent communication skills, both verbal and written to ensure clarity
+ Creative thinking skills, good problem-solving skills, ability to think outside the box
+ Strong negotiating skills
+ Must possess good typing and math skills.
+ Self-starter who is able to work independently initiating projects and ideas
+ Excellent organizational skills and attention to detail
+ Goal-driven with ability to work under pressure
+ Team player
Work Environment Criteria
+ Existing High Speed Internet access at home. Minimum internet speed requirement must be consistent with 15 mbs.
+ Quiet, noise-free home office space that is free of distraction
+ Ensure that the equipment provided to perform the work is in the designated area
+ Adhere to assigned work schedule (inclusive of lunch & break)
+ Make advance arrangements for dependent care to ensure a productive work environment.
+ Keep personal disruptions such as non-business telephone calls and visitors to a minimum.
+ Ensure that the home office is a safe place to work.
+ Proactively report any power outages, system, or hardware issues to management team.
+ Will be required to be on camera during training, meetings, as deemed necessary.
+ May be required to show workspace or consent to on-site visit ensuring safe environment.
alphabroder is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.For more information about our commitment to equal employment opportunity, please review EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) EEO is the Law Poster Supplement. alphabroder participates in the E-Verify program.
Please click below to learn more about the E-Verify program. E-Verify Participation Poster (English and (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify/_Participation/_Poster/_ES.pdf)