POSITION SUMMARY

The Customer Service Specialist sits at the crossroads between operations and the customer. This position represents the company brand, voice and is an advocate for the customer while managing the large volume of emails, and calls with knowledge and efficiency. The Customer Service Specialist excels at communication and easily builds rapport with local stakeholders to problem solve.

QUALIFICATIONS:

• High school diploma or equivalent.
• Strong communication skills, including strong writing skills, active listening and clear articulation.
• Ability to solve problems, alleviate conflicts, and escalate tactfully.
• Ability to multitask, manage time, and prioritize.
• Ability to work individually and as a team member.
• Experience in sales.
• Experience in a call-center environment.
• Proven track record of meeting or exceeding sales quotas.

• Manage a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiency.
• Identify and address customer needs, with a goal of total satisfaction.
• Provide expert answers to questions about products, pricing, and availability while presenting to customers.
• Meet customer-service department sales targets, generating leads and upselling when opportunities arise.
• Follow company guidelines and procedures for communications with minimal supervision.
• Recommend improvements to company processes for efficiency.
• Build expert, dynamic knowledge of the company’s products and services.
• Conduct research with available resources to satisfy customer inquiries.
• Engage with customers in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships.
• Respond quickly, professionally, and accurately to customer inquiries regarding scheduling, pricing, orders, status, complaints, returns, and all other inquiries.
• Maintain daily recordings and documentation of issues and resolutions for teams to review.
• Escalate customer success issues as necessary.
• Other duties as assigned.