The Customer Service Specialist will serve as an expert in Customer Service by providing inbound customer service via phone, e-mail and chat. In addition, the Specialist will act as a liaison between the Customer Service and other business contacts, handle escalated calls, schedule and conduct final customer follow-up to ensure complete satisfaction with the company experience. The Specialist may also serve as a product specialist, training mentor, home agent (when needed), or unmanaged agency specialist. This position is temporary to permanent M-F 12:00pm-9:00pm.
-Provide outstanding customer service via phone, email, and chat.
-Provide all available products and pricing to the customer so they can make an informed purchasing decision
-Efficiently and accurately record all order/purchase order information including price, discounts, ship-to address, and ship via, item numbers, quantity and any notes related to the order or customer.
-Provide positive and quality customer service through one-call resolution.
-Recommend products or services in an effort to exceed customer expectations and to promote add-on sales.
-Work with direct marketing team to understand current web promotions and specials sales outlined in current catalogs as well to be able to upsell and push promotions.
-Provide assistance with orders.
-Proactively follow-up with customers as needed to advise on shipment delays and/or to gain information necessary to process the order.
-Initiates orders for replacement parts and/or for correcting errors (shortages, wrong item shipped, etc.)
-Arrange for special handling of orders and deliveries with internal departments to include merchandising, uniform services or distribution to insure uniforms and other products are expedited to meet customer??s requirements.
-Utilize decision making and trouble-shooting skills to resolve customer concerns (i.e. freight costs, warranty guidelines, pricing, return orders, shipment delays and product concerns)
-Review and release orders within various order entry system holds
-Coordinate between Customer Service and other business contacts to ensure timely responses to customer inquires
-Schedule and conduct final customer follow-up to confirm completion and satisfaction with customer
-Efficiently maintain ID verification process for restricted items
-Handled escalated calls to provide issue resolution
-Respond to social media and voice of the customer survey contacts
Working hours: 12:00 PM - 9:00 PM
Email and CHAT communication experience required.
a. Extensive knowledge of product categories and of all customer service procedures to include order entry, complaint handling, decision making, problem solving, inventory availability, service issues and accounts receivable.
b. Ability to handle multiple chat sessions at one time.
c. Ability to coordinate multi resources internally and externally to resolve customer inquiries
d. Excellent time management and follow up skills with customers for resolution and satisfaction
e. Ability to research and interpret product specifications, including technical and installation instructions.
f. Knowledgeable in Agency Bid/Quote process and establishing agency custom websites.
g. Service mentality, self- disciplined professional, and the ability to work in a team environment.
h. Ability to work with all company software used to manage and maintain customers. Proficient with the Internet, Word, Excel, Outlook and PowerPoint.
i. Schedule flexibility to include day, nights, weekends and overtime.
j. Strong verbal and written communication skills
k. Strong attention to detail, accuracy and efficiency are a must
l. Knowledge of identification verification process
m. Advance knowledge of order entry and organizational procedures
n. Ability to remotely log into company systems (quiet and clean work environment) as business needs dictate.
o. Demonstrate ability to balance service and efficiency expectations, maintain or exceed satisfactory key performance indicators (KPI??s)
p. Must demonstrate excellent reliability and be viewed as a role model with regard to attendance.
*Please apply online and/or contact Danielle Nallia at 859.###.#### or ...@randstadusa.com
Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law. Associated topics: agent, answer, call center representative, clerk, customer care associate, intern, internship, product support, system support, technical assistant
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.