Job Description

Connect has partnered with our client in Memphis to find a Customer Service Representative!

Position Title: Customer Service Representative

Pay : $20+ DOE

Schedule: 8am-5pm M-F

Location: Stateline & Crumpler,

Position Type : DIRECT HIRE

Dress Code : Business Casual

Benefits & appreciation: Medical, Dental, Vision, 401(k), Life Insurance, PTO, Vacation, & More!

Job Overview: As a Customer Service Representative, you will be the first point of contact for customers, helping them with inquiries, technical issues, and product support. You will ensure customers have a smooth and positive experience by providing accurate, timely, and friendly service. Your role is essential in building customer trust and satisfaction.

Key Responsibilities:

• Respond quickly and accurately to customer emails, phone calls, and requests.
• Resolve product or order issues by troubleshooting and offering solutions.
• Assist with order tracking, delivery updates, and shipping inquiries.
• Keep detailed records of customer interactions in our CRM system (NetSuite).
• Escalate complex issues to the appropriate team when needed.
• Help customers learn how to use our products effectively.
• Communicate clearly with customers about updates and the next steps.
• Collaborate with other teams (Operations, Sales, Accounting, etc.) to resolve issues.
• Meet service level expectations by responding to inquiries within 24-48 hours.
• Tests and troubleshoot reported issues to identify the root cause.
• Provide feedback in team meetings to help improve processes.
• Stay informed about product updates and new features.

Qualifications:

• Education : Bachelor’s degree
• Experience : At least 5 years in customer service or a related role, with knowledge of CRM systems and administrative tasks.

Skills:

• Strong communication skills, both written and verbal.
• Excellent problem-solving and multitasking abilities.
• Ability to work independently and as part of a team.
• Proficient in using computers and Microsoft Office.
• Comfortable working in a fast-paced, detail-oriented environment.
• Empathetic, adaptable, and proactive in addressing customer needs.
• Must be able to handle both inbound and outbound calls.

Emotional Intelligence:

• Strong empathy and a desire to help others.
• Active listener with a focus on understanding customer needs.
• Driven by a service-oriented mindset.

Job Details:

• Location: Memphis, TN or Chino, CA (in-office role) or remote for non-US candidates.
• Work Hours: Monday to Friday, 8 AM – 5 PM CST.
• Pay: Hourly, with a full benefits package.
• Training: Must complete CSR training within the first six months.

Physical Demands:

• Job may involve sitting, standing, talking, and repetitive motions.
• This position is key to ensuring our customers receive the best possible service and support. If you're looking to join a dynamic team and make a real impact, we'd love to hear from you!

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