Customer Service Representative

Overview:

Our Customer Service Representatives are responsible for maintaining customer data within Tyndale's systems in a highly accurate manner.

HYBRID/REMOTE: Tyndale supports a strong work-life balance. This opportunity requires onsite work a minimum of 1 day per week, and 4 days per week remotely. To be considered, candidates must reside within a commutable distance from our location in Houston, TX (City Centre).

Hours: Monday through Friday, 10:30 AM - 7:00 PM Central Time.

Please watch this short video to learn more about the Customer Service Representative role at Tyndale: HERE

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 but not limited to 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.
• Minimum of 1 year of customer service-related experience required.
• Must have a strong, customer centric focus with excellent verbal and written communication skills.
• Ability to prioritize tasks in a fast-paced environment.
• Ability to demonstrate proficiency in delivering exceptional phone support, adeptly managing challenging customer engagements, and consistently aiming for first-contact issue resolution.
• The ability to collaborate effectively with internal team members is essential.

• Health & Wellness: Comprehensive medical, dental, and vision insurance with competitive premiums. Paid parental leave. Mental health support through an EAP and partial reimbursement on copays, fertility support, and robust wellness programs with annual reimbursements.
• Work-Life Balance: Many positions with Tyndale offer hybrid onsite + remote work schedules, generous PTO, paid holidays + a floating holiday, and more.
• Financial Compensation: Competitive salary, 401(k) with matching, and bonus opportunities.
• Career Growth & Development: Training/certification/tuition reimbursement programs and demonstrated paths for knowledge share and internal promotion opportunity.
• Culture & Perks: Family-owned values, award winning culture, team-engagement events, casual dress code, company-sponsored charitable events and activities, and an inclusive workplace that values collaboration and integrity.