Remote Customer Service Representative US

The Opportunity:

The Customer Service Representative is responsible for processing customer purchase orders, resolving issues, handling inquiries, cross-referencing, expediting, and communicating with suppliers, customers, and sales representatives. Serves as a liaison with all parties to enable sales growth. We are looking for remote agents who are initiative-taking, confident decision-makers, and self-starters who know their strengths. If you like to take control of a situation, enjoy problem-solving, and guiding people to success, this is the role for you. As a remote Customer Service Representative, you will work from home, hold yourself accountable for your success, and proactively support our customers. You are customer-focused, curious, and enjoy working with others in a virtual setting.

What we’re looking for

Education: High school diploma or GED required;

Experience: Minimum 1-year consecutive call/contact center experience. CRM experience preferred, Salesforce, C4C preferred, etc.

• Experience as a Key Account Representative managing high-value, strategic clients, with a focus on relationship management, retention, and revenue growth, is a plus.
• KPI and metric experience.

Preferred Qualifications:

• Strong verbal and written communication skills.
• Collaborate with members of the immediate team and employees outside the organization, while demonstrating the ability to work independently.
• Must be comfortable working in a matrix environment.
• Critical thinking skills and resourcefulness.
• Must be customer- and sales-focused.
• Must be able to manage multiple priorities in a fast-paced, complex environment.
• Possess organizational and time management skills.
• Attentive and active listening.
• Ability to maintain composure and a positive attitude during challenging times.
• Intermediate PC skills required: must be able to work across multiple systems concurrently, often using multiple monitors.
• Familiarity with the SAP system is helpful.

How you will thrive and create an impact

• Maintains and attracts potential customers by managing inbound sales and customer communications (calls/emails/click-to-chat) regarding service status or network issues.
• Manages inbound sales and customer communications (calls/emails/click-to-chat) to process, expedite, and troubleshoot customer orders.
• Owns the customer request and experience from initiation through conclusion.
• Process all customer requests via computer. Uses multiple, often complex systems and programs to research information.
• Researches and resolves customer issues, expedites back orders, and handles returns and special requests. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution; expediting correction or adjustment; and following up to ensure resolution.
• Proactively interacts with the outside sales force to ensure regular communication on pricing and other customer concerns. Provides high-quality, sales-aligned service to drive sales growth.
• Follows up with sales, suppliers, and customers on any outstanding issues.
• Seeks opportunities to offer solutions.
• Makes recommendations on areas for process improvement.
• Make decisions based on policies and past precedents, seeking guidance as necessary.
• Accountable for performance metrics such as schedule adherence, productivity standards, and quality standards.
• Performs other duties as assigned.

Pay Transparency:

The expected pre-tax pay for this position is

$41,000.00 - $66,125.00