JOB OVERVIEW

CB Station is looking for our next Customer Service Representative team member who loves talking to people and can juggle multiple calls while keeping a smile on their face. If you are a natural problem-solver with a knack for turning frowns upside down and enjoy building trust with customers, then this could be the right fit for you. You need to be a detail detective, a multi-tasking master, and a pro at not only following up but following thorough, too. We want to chat with you if you are a team player who loves sharing tips and tricks, willing to be in the Lawrenceville, GA office, and would be excited to represent us at trade shows. We want to take customer service to the next level with you - together!

EXPERIENCE AND QUALIFICATIONS

Essential Requirements

• Associate or Bachelor’s degree in Business Administration, Communications, or related field
• Prior experience in Customer Support or a Client Service Representative role
• Strong phone and active listening skills
• Excellent communication and presentation skills
• Familiar with any type of CRM, CRM reports, and QuickBooks
• Must be dependable, responsive, and reliable
• Capable of multi-tasking while prioritizing and managing time effectively

Schedule Expectations

• Willing to travel domestically up to 10% for trade shows
• In-office, Monday – Friday, 8:30am – 5:00pm

KNOWLEDGE, SKILLS, AND ABILITIES

• Superb written and verbal communication skills conducted in a timely manner with diverse audiences
• Superior time management skills with capability of working with and meeting deadlines
• Exceptional capability to multi-task and prioritize with excellent organization and documentation skills
• Excellent team player with interpersonal skills
• High level of attention to detail and problem-solving skills
• Capable of working collaboratively and independently with minimal supervision
• Exhibit discretion with sensitive and confidential information
• Display a comfort level working with key people at all levels within an organization

KEY RESPONSIBILITIES

• Manage a significant number of incoming emails and a low volume of calls daily; the volume will fluctuate especially during seasonal time periods
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid, and complete information by using CRM, Chat, Email, QuickBooks and various other methods &/or tools
• Handle customer complaints, provide appropriate solutions and alternatives within the 4-hour window of response time e time limits, and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Go the extra mile to engage customers such as suggesting other inventory options if the current option is unavailable
• Gather data and report on customer satisfaction
• Identify and facilitate cross-sales opportunities with our established customer base (e.g. offer another color, if one desired isn’t in stock, or offer similar product, etc.)
• Be a team player and, as needed, represent the company at trade shows (e.g. help set up booths, attend trade shows, etc.)
• Perform other duties as assigned

OTHER DUTIES

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the individual for this job and are subject to change with or without notice.