CS AGENT

Customer Service Agent

A Customer Service Agent will answer incoming calls from customers who want to place orders, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information. You will be a member of the primary contact team for consumers interested in the products we offer and will be responsible for assisting them in completing purchases online and over the phone. You will also inform customers of the product terms and features and project a professional company image through voice and online interactions.
Schedule appointments, identify customer needs, and market appropriate products and services
Answer a high volume of inbound calls in a supportive call center environment for current customers needing scheduling and account management
Make outbound follow-up calls to existing customers
Use problem solving skills to ensure customers have a positive moving experience
Identify and escalate issues to supervisors
Provide product and service information to customers
Research information to answer customer inquiries
Research, identify, and resolve customer complaints using applicable software
Process orders, forms, and application
Route calls to appropriate resources
Document all call information according to standard operating procedures
Recognize, document, and alert the management team of trends in customer calls
Complete call logs and reports
Perform additional responsibilities as requested. Essential duties, responsibilities and activities may change at any time, with or without notice
Competencies/skills
Proficient in relevant computer applications (Microsoft Word, Excel, Teams, and Outlook)
Knowledge of customer service practices and principles
Excellent data entry and typing skills
Ability to work in a call center environment
Ability work independently, to multitask and prioritize daily responsibilities
Strong organizational skills
Ability to handle stressful situations appropriately
Must be customer focused and enjoy working with the public
Excellent written/verbal/listening skills to communicate and interact effectively with customers via phone, email, and chat technology
Detail oriented
Proactive in problem solving
Ability to succeed in a fast-paced customer service environment
Knowledge of moving/storage or logistics industry is a plus
Ability to work between 40-50 hours per week
Specialized knowledge and/or licenses
None
Supervisory responsibilities
None
Work environment
Working conditions for this position are in a standard office setting which is indoors in a climate-controlled environment. The ability to work remotely is a privilege we want to offer to those who are prepared to succeed in that environment. All new representatives who are meeting the required performance and attendance standards may be able to begin working remotely at the 30-day mark pending approval from your team supervisor. Once remote work is approved, those employees may be required to work in-office a minimum of 2 days per week. Those who are not ready to work remotely at the 30-day mark will be required to continue working in the office until they are deemed ready.
Physical demands
The physical demands for this position require use of a personal computer and phone on an ongoing basis throughout the workday. Additionally, the position requires frequent sitting, manual dexterity to type on a keyboard, reaching with hands and arms, ability to speak clearly, ability to hear spoken word, visual acuity, and the ability to lift and carry up to 10 (ten) pounds.
Travel required
None
Required education and experience
High School Diploma or equivalent
Minimum of one (1) year experience in sales, customer service, retail, or marketing
Call center or telemarketing experience is a plus
EEO statement
1-800-PACK-RAT | Zippy Shell is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristics as outlined by federal, state, or local laws.
Other duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.