Client Service Representative ensures client satisfaction by providing timely, efficient, accurate, and friendly service via telephone and email systems. Requires minimal supervision; must have strong analytical skills. Job functions require independent and creative thinking along with strong problem solving skills. Ideal candidate will be highly detail-oriented, possess a positive attitude, and have excellent communication skills. Must be willing to work in a challenging, fast-paced environment.
Sort through customer emails, analyze the request and process thru the designed course of action
Contact customer directly through phone or email to collect information for order processing
Manually enter orders into appropriate system following the protocols set by management
Effectively document all communications made with customers while resolving or escalating issues in a timely fashion.
Effectively communicates difficult/sensitive information tactfully to customers
Researches and resolves inquiries and complaints, including escalated calls, to ensure customer retention and satisfaction.
Assists supervisor with tracking of KPI's and SOP's and keeping them up-to-date.
Communicates with other Dept. & management to resolve problems and expedite work
Experience with Commerce Hub, SPS and major retailers such as Kohl's, Target, Wal-Mart, Bed Bath Beyond and other major retailers a plus
Will be responsible to keep all customer compliance and routing guides up to date
Navigate thru major retailers routing guides to determine specific requirements which apply to process their orders.
Ability to communicate effectively to a variety of audiences
Able to work with client specific websites to monitor and process daily orders meeting the delivery time specifications
SKILLS & ABILITIES:
Previous customer service/call center and (or) data entry experience preferred.
Typing skills at 25-30 WPM are necessary.
Computer proficiency with MS Office, Internet (Word, Excel, and Outlook) are required.
High School Diploma required
Minimum of 2 years call center/customer service experience is preferred.