Customer Service Representative (CSR) - Job Description
Position Overview
We are seeking a dedicated and customer‑focused Customer Service Representative to join our team. The ideal candidate will be responsible for providing exceptional customer support through various communication channels, resolving customer inquiries and complaints, and ensuring customer satisfaction. This role requires excellent communication skills, problem‑solving abilities, and a passion for helping customers.
Key Responsibilities Customer Support & Communication
Respond to customer inquiries via phone, email, chat, and social media platforms
Provide accurate and timely information about products, services, and policies
Handle customer complaints and concerns with empathy and professionalism
Escalate complex issues to appropriate departments or supervisors when necessary
Follow up with customers to ensure their issues are resolved satisfactorily
Maintain a positive and helpful attitude in all customer interactions
Problem Resolution & Technical Support
Troubleshoot and resolve customer issues related to products or services
Guide customers through step‑by‑step solutions for common problems
Process returns, exchanges, and refunds according to company policies
Assist customers with account management, billing inquiries, and payment processing
Provide technical support for digital products and online services
Document customer interactions and resolutions in the CRM system
Order Processing & Account Management
Process customer orders and track order status
Assist with order modifications, cancellations, and shipping inquiries
Help customers create and manage their accounts
Update customer information and preferences in the database
Process payments and handle billing inquiries
Coordinate with shipping and logistics teams for delivery updates
Product Knowledge & Sales Support
Maintain comprehensive knowledge of company products and services
Provide product recommendations based on customer needs
Assist with upselling and cross‑selling opportunities when appropriate
Stay updated on new products, features, and company policies
Participate in product training sessions and knowledge sharing
Share customer feedback and insights with the product development team
Quality Assurance & Documentation
Ensure all customer interactions meet quality standards
Document customer issues, resolutions, and feedback accurately
Follow established procedures and guidelines for customer service
Maintain confidentiality of customer information
Participate in quality monitoring and coaching sessions
Contribute to the knowledge base and FAQ documentation
Team Collaboration & Support
Collaborate with team members to share best practices and solutions
Assist colleagues during high‑volume periods or complex situations
Participate in team meetings and training sessions
Share customer insights and trends with management
Support new team members through mentoring and guidance
Contribute to team goals and performance metrics
Required Qualifications Education
High school diploma or equivalent required
Associate's degree in Business, Communications, or related field preferred
Customer service certification or training is a plus
Experience
1‑2 years of customer service experience in a professional environment
Experience in call center, retail, or service industry preferred
Experience with CRM systems and customer service software
Multilingual abilities (especially Spanish) are highly desirable
Technical Skills Communication Tools
Phone Systems : Experience with call center phone systems and headsets
Email Platforms : Proficiency with email management and response systems
Chat Software : Experience with live chat platforms and messaging tools
Social Media : Familiarity with social media customer service platforms
CRM Systems : Experience with Salesforce, Zendesk, or similar CRM platforms
Computer Skills
Microsoft Office : Proficiency in Word, Excel, and Outlook
Typing Speed : Minimum 40 WPM with high accuracy
Internet Navigation : Strong web browsing and research skills
Database Management : Ability to navigate and update customer databases
Troubleshooting : Basic technical problem‑solving abilities
Soft Skills
Communication : Excellent verbal and written communication skills
Active Listening : Ability to understand and address customer needs
Empathy : Strong emotional intelligence and customer empathy
Problem Solving : Analytical thinking and creative solution development
Patience : Ability to remain calm under pressure and with difficult customers
Adaptability : Flexibility to handle changing priorities and situations
Preferred Qualifications Technical Experience
Experience with specific industry software and tools
Knowledge of e‑commerce platforms and online ordering systems
Familiarity with payment processing systems and security protocols
Experience with quality assurance and call monitoring systems
Understanding of data privacy and security regulations
Industry Knowledge
Experience in specific industries (Retail, Healthcare, Technology, etc.)
Understanding of industry‑specific customer service challenges
Knowledge of regulatory compliance requirements
Familiarity with industry best practices and standards
#J-18808-Ljbffr
Key Responsibilities Customer Support & Communication
Respond to customer inquiries via phone, email, chat, and social media platforms
Provide accurate and timely information about products, services, and policies
Handle customer complaints and concerns with empathy and professionalism
Escalate complex issues to appropriate departments or supervisors when necessary
Follow up with customers to ensure their issues are resolved satisfactorily
Maintain a positive and helpful attitude in all customer interactions
Problem Resolution & Technical Support
Troubleshoot and resolve customer issues related to products or services
Guide customers through step‑by‑step solutions for common problems
Process returns, exchanges, and refunds according to company policies
Assist customers with account management, billing inquiries, and payment processing
Provide technical support for digital products and online services
Document customer interactions and resolutions in the CRM system
Order Processing & Account Management
Process customer orders and track order status
Assist with order modifications, cancellations, and shipping inquiries
Help customers create and manage their accounts
Update customer information and preferences in the database
Process payments and handle billing inquiries
Coordinate with shipping and logistics teams for delivery updates
Product Knowledge & Sales Support
Maintain comprehensive knowledge of company products and services
Provide product recommendations based on customer needs
Assist with upselling and cross‑selling opportunities when appropriate
Stay updated on new products, features, and company policies
Participate in product training sessions and knowledge sharing
Share customer feedback and insights with the product development team
Quality Assurance & Documentation
Ensure all customer interactions meet quality standards
Document customer issues, resolutions, and feedback accurately
Follow established procedures and guidelines for customer service
Maintain confidentiality of customer information
Participate in quality monitoring and coaching sessions
Contribute to the knowledge base and FAQ documentation
Team Collaboration & Support
Collaborate with team members to share best practices and solutions
Assist colleagues during high‑volume periods or complex situations
Participate in team meetings and training sessions
Share customer insights and trends with management
Support new team members through mentoring and guidance
Contribute to team goals and performance metrics
Required Qualifications Education
High school diploma or equivalent required
Associate's degree in Business, Communications, or related field preferred
Customer service certification or training is a plus
Experience
1‑2 years of customer service experience in a professional environment
Experience in call center, retail, or service industry preferred
Experience with CRM systems and customer service software
Multilingual abilities (especially Spanish) are highly desirable
Technical Skills Communication Tools
Phone Systems : Experience with call center phone systems and headsets
Email Platforms : Proficiency with email management and response systems
Chat Software : Experience with live chat platforms and messaging tools
Social Media : Familiarity with social media customer service platforms
CRM Systems : Experience with Salesforce, Zendesk, or similar CRM platforms
Computer Skills
Microsoft Office : Proficiency in Word, Excel, and Outlook
Typing Speed : Minimum 40 WPM with high accuracy
Internet Navigation : Strong web browsing and research skills
Database Management : Ability to navigate and update customer databases
Troubleshooting : Basic technical problem‑solving abilities
Soft Skills
Communication : Excellent verbal and written communication skills
Active Listening : Ability to understand and address customer needs
Empathy : Strong emotional intelligence and customer empathy
Problem Solving : Analytical thinking and creative solution development
Patience : Ability to remain calm under pressure and with difficult customers
Adaptability : Flexibility to handle changing priorities and situations
Preferred Qualifications Technical Experience
Experience with specific industry software and tools
Knowledge of e‑commerce platforms and online ordering systems
Familiarity with payment processing systems and security protocols
Experience with quality assurance and call monitoring systems
Understanding of data privacy and security regulations
Industry Knowledge
Experience in specific industries (Retail, Healthcare, Technology, etc.)
Understanding of industry‑specific customer service challenges
Knowledge of regulatory compliance requirements
Familiarity with industry best practices and standards
#J-18808-Ljbffr