We are hiring a customer service agent who provides essential information to representatives regarding the status of backorders, customer complaints, accounts payable issues, customer ordering activity and other customer service/sales representative related issues.
Responsibilities for Customer Service Agent
- Actively participate in incoming call resolution for accounts
- Promote products and services with minimal selling
- Capture customer orders, concerns and understand the needs of callers
- Ensure the accuracy of both written and electronic data
- Keep files up-to-date according to the standard operating procedure
- Identify problems, consider alternative solutions and make recommendations for action
- Organize and perform multiple tasks accurately and in a timely manner
- Serve as a liaison between external customers and internal functions to assist in uninterrupted order processing
- Perform mathematical calculations regarding inventory control, delivery times, and freight as necessary in order processing
- Ensure copies of orders and return orders are given to appropriate stakeholders
Qualifications for Customer Service Agent
- Undergraduate degree in business, sales, or related field of study preferred
- Prior experience working in call centers or as an at-home customer service agent
- Proficiency with basic computer applications, such as Microsoft Windows, Word, and Excel
- Excellent verbal and written communication skills
- Ability to remain calm and composed in a fast-paced, high-pressure environment
- Good empathy and listening skills to de-escalate situations and identify the underlying issues of a problem
- Ability to stand or sit for extended periods of time
- Familiarity with Automatic Call Distribution Phone System (ACD), caller ID, and auto-dialing systems