Customer Service Representative

About the role

The Customer Service Representative answers inbound customer service calls from internal and external customers. Our mission is to provide the best level of customer service by building rapport with the customer and possessing a genuine concern for their inquiries and needs. The Representative will provide this quality service via phone, internet chat and/or email channels.

Qualifications & Requirements

Hours

• Currently hiring for evening positions, 4 pm - 1 am

Other responsibilities as follows

• Interacting with customers via telephone to provide information, process transactions and reply to inquiries about products and services.
• Use computer system to track, gather information, and/or troubleshoot customer issues.
• Refer unresolved customer issues to designated call center supervisor or manager for resolution.
• Achieve productivity standards and goals while maintaining the highest level of customer service.
• Provide quality support service through one-contact resolution to establish a long-term customer relationship.
• Accurately respond to questions and assist customers (internal and external) primarily via phone
• Assist customers with their billing and payments as needed.

Empathize Qualifications

• A Customer Service Representative performs the job duties and responsibilities above as well as the following essential job functions:
• Willingness to work flexible schedules including weekends, holidays, and evenings.
• Ability to regularly sit for long periods of time
• Ability to multi-task; speaking with customer while accurately logging and recording customer information in to call center databases
• Take back-to-back phone calls from Bed Bath & Beyond customers nationwide and assist them with questions or orders
• Meet or exceed minimum performance standards including but not limited to Average Handle Time; Customer Satisfaction; Quality, etc.
• Deescalate upset or irate customers in order to satisfactorily address their customer service needs

Core Requirements

• 1-year customer service experience, prior call center environment a plus!
• Proficient in Microsoft Office, internet and basic functions.
• Confident and driven individual with great verbal and written communication

Skills

• Quick learner - Ability to learn new systems, products and services
• Positive personality - Courteous and helpful demeanor
• Effective problem solving skills and thinking on you feet.
• Attention to detail and follow up
• Ability to resolve customer issues in a clear and calm matter
• Knowledge sets include: Call Center, Customer Assistance, Customer Relations, Customer Satisfaction, Customer Service, Customer service and support software, Microsoft Excel, Microsoft Windows, Microsoft Word. All information provided will be kept confidential according to EEO guidelines.

What we offer

• Great Pay: We offer competitive pay with overtime opportunities to earn even more.
• Great Benefits: We offer paid training, insurance coverage, incentives, employee discounts and paid time off!
• Great Career Advancement: As our Contact Center expands, we will need to grow our leadership team!
• Great Work Environment: We are committed to providing a positive work environment
• Extensive and ongoing training
• Casual dress attire to complement a fun, fast paced culture o Fully equipped break room with refrigerator, microwaves, TV and vending machines
• A referral bonus program for employees
• Fun perks: Holiday events, food days, give-a-ways, prizes, discounts, themed events and more! If you don't mind working hard, and having fun while you're at it, then we want to talk to you.