Objectives of this role

• Manage a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiency
• Identify and address customer needs, with a goal of total satisfaction
• Provide expert answers to questions about products, pricing, and availability while presenting the value of our product portfolio to customers
• Meet customer-service department sales targets, generating leads when opportunities arise
• Follow company guidelines and procedures for communications with minimal supervision
• Recommend improvements to company processes for efficiency

Responsibilities

• Build expert, dynamic knowledge of the company’s products and services
• Conduct research with available resources to satisfy customer inquiries
• Engage with customers in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships
• Respond quickly, professionally, and accurately to customer inquiries regarding quotes, orders, status, complaints, returns, and warranties
• Meet personal/team qualitative and quantitative targets by explaining the benefits of additional products and services to customers and seizing opportunities to sell
• Maintain daily recordings and documentation of issues and resolutions in a database for sales and executive management teams to review

Required skills and qualifications

• High school diploma or equivalent
• Successful experience in a corporate environment
• Strong communication skills, including active listening and clear articulation
• Ability to solve problems, alleviate conflicts, and escalate tactfully
• Ability to multitask, manage time, and prioritize
• Ability to work individually and as a team member