Under general supervision, the Customer Service Specialist (CSS) serves as the primary liaison for addressing company/customer inquiries, product-related questions, and order status. Upholding the highest standard of professionalism, the CSS is committed to nurturing customer loyalty by consistently delivering service that surpasses expectations.
- Engage directly with customers through various communication channels such as email, chat, and social media.
- Collaborate with warehouse and logistics partners to resolve inquiries and manage exceptions.
- Provide prompt responses to all customer inquiries.
- Gather and assess relevant information to effectively address inquiries and manage complaints.
- Successfully resolve customer complaints while maintaining professionalism.
- Manage customer accounts, ensuring accurate documentation of interactions and actions taken.
- Facilitate effective communication and coordination among internal departments.
- Initiate follow-ups on customer interactions for enhanced service.
- Process Return Merchandise Authorizations (RMAs) as required.
- Escalate customer concerns for timely and satisfactory resolution.
Knowledge, Skills and Abilities:
- Demonstrates a professional, positive, and customer-centric attitude.
- Strong interpersonal skills.
- Excellent verbal and written communication abilities.
- Effective listening skills.
- Proficient in problem analysis and innovative problem-solving.
- High level of attention to detail and accuracy.
- Familiarity with customer service principles and practices.
- Demonstrates adaptability and takes initiative.
- Maintains composure under stress.
- Willingness to work weekends when necessary.
- Experience with Microsoft Office Suite (Word, Excel, PowerPoint)
- Experience with Google Business Suite (Gmail, Drive, Docs, Sheets, Forms) preferred
- Ability to type 40 WPM
Generally requires a minimum of two (2) years related experience, typically in a contact center environment.
High school diploma required. Associate’s degree preferred or a combination of education and equivalent experience.