Customer Service Representative

Located in Mills River, NC

Salary: $19/hr to $22/hr

Are you looking to work for a company that values their employees? Do you have STELLAR Customer Service Experience and looking for a position that is challenging and rewarding?
The Customer Support Representative is responsible for providing exceptional service and ensuring customer satisfaction and retention through processing orders, inquiries, order management and billing.
Duties include but are not limited to:
Ensures customer satisfaction and maintains high level of communication with respective parties:
• Answers incoming calls, order entries and maintenance, customer account maintenance.
• Investigates complaints to resolve customer issues and ensures appropriate changes are made to resolve customers’ problems.
• Works cohesively with other departments to develop goals, action plans, and time tables.
• Keeps records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Resolves customers'' service or billing complaints by performing activities such as exchanges, refunds, or adjusting bills.
• Completes contract forms, prepares change of address records, or issues service discontinuance orders, using computers.
• Refers unresolved customer grievances to designated departments for further investigation.
• Challenges team members in providing exceptional support to both external and internal customers.
Meets sales growth goals:
• Solicits sales of new or additional services or products.
• Recommends improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
• Monitors and measures service metrics and utilization to develop standards, improvements, or changes to process.
• Prepares budgets and submits estimates for program costs as part of campaign plan development.
• Supports sales team including setting goals, providing incentives, and evaluating employee performance.
• Monitors and analyzes sales promotion results to determine cost effectiveness of promotion campaigns.
• Prepares and negotiates advertising and sales contracts.
Continuously develops product knowledge:
• Participates in required web-based training, in-person, and on-the-job training or as assigned.
• Provides support and guidance to other team members as appropriate and within the scope of responsibility.

Education and/or Experience:
• Bachelor’s Degree in Business, Marketing, or related field required
• 5+ years of office administrative experience

Schedule is Monday to Friday 8am to 5pm - $19.00/hr - 22.00/hr DOE.
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