Customer Service Representative

ShipERP Chicago, Illinois, United States Full-Time Customer Service

About this position

We are hiring a customer service representative to manage customer queries and complaints. You will also be asked to process orders, modifications, and escalate complaints across a number of communication channels. To do well in this role you need to be able to remain calm when customers are frustrated and have experience working with computers.

Job functions:

  • Open and maintain customer accounts by recording account information
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Maintain financial accounts by processing customer adjustments
  • Recommend potential products or services to management by collecting customer information and analyzing customer needs
  • Prepare product or service reports by collecting and analyzing customer information
  • Contribute to team effort by accomplishing related results as needed
  • Manage large amounts of incoming calls

Requirements

Proven customer support experience

Track record of over-achieving quota

Strong phone contact handling skills and active listening

Familiar with CRM systems and practices

Customer orientation and ability to adapt/respond to different types of characters

Excellent communication and presentation skills

Ability to multi-task, prioritize and manage time effectively

High school diploma or equivalent; college degree preferred