Customer Service Rep

LOCATION: Bowling Green, KY

DEPARTMENT: Customer Solutions

REPORTS TO: CS Supervisor

SUPERVISES: N/A

OVERVIEW

Provide excellent service to our customers by responding to their order concerns, researching customer inquiries, upselling, and making outbound calls as follow-up. Communicate with a variety of audiences, both within and outside the organization.

KEY RESPONSIBILITIES

• Professionally handle inbound customer requests and ensure that issues are resolved both promptly and thoroughly.
• Thoroughly and efficiently gather customer information, access, and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions.
• Provide quality service and support in a variety of areas including, but not limited to, tracking orders, returns, payments, subscription management, and basic troubleshooting.
• Maintain a balance between company policy and customer benefit in decision making.
• Handles issues in the best interest of both the customer and the company.
• The customer service representative will provide information to customers in response to inquiries about products and services, in addition to assisting individuals interested in opening accounts.
• Adapt to changes at work (products, services, policies, etc).
• Adhere to a structured schedule/shift.
• Other duties as assigned.

QUALIFICATIONS / KNOWLEDGE, SKILLS & ABILITIES

• All applicants must be at least 18 years of age.
• A high school diploma or equivalent.
• 6+ months of experience in an e-commerce call center or in a retail environment.
• Familiar with keyboard and basic computer skills – including using Windows based programs, navigating the Internet, and willing to learn new technologies.
• Must have reliable transportation.
• Have a pleasant, patient, and friendly attitude. Excellent interpersonal skills and strong telephone etiquette, including the ability to communicate, use decision-making skills and other resources, and resolve conflict in a professional manner.
• Ability to give full attention to what other people are saying and to actively look for ways to help customers.
• Excellent verbal/written skills, English fluency and proficiency, personable over the phone, reliable and able to provide outstanding service.
• Must be able to work in a fast-paced environment and multi-task.

CAREER PATH

Customer Solutions II SR > Executive Resolution > CS Supervisor

DISCLAIMER

IV Media/ShopHQ is an equal-opportunity employer. We are committed to complying with all applicable laws providing equal employment opportunities to individuals regardless of sex/gender, sexual orientation, age, disability, race, color, ethnicity, religion, creed, national origin, or other protected characteristics as defined by state, federal, or local law.

This job description is intended to convey the general nature and scope of the position and not to be construed as an exhaustive list of all responsibilities, duties, and skills required. All employees may be required to perform duties outside of their normal responsibilities as needed, and IV Media/ShopHQ management reserves the right to amend the duties and responsibilities of this role at any time to meet business needs.