Customer Service Rep - Customer Service - Junior

Location : Framingham, MA

Duration : 3 Months

Fully remote

• Work Schedule: Monday - Friday, 10am-6pm EST
• 3 months with potential to extend or convert
• Contract to perm talent only (If converted, looking at an hourly pay rate of ***/hour)
• 45 Minute interview (first 30 mins with two team members and second 15 mins with two team members)
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• Preferred Experiences:
• Customer service
• Phone
• Retail
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• Minimum experience required to perform this job.
• 1 – 3 years of retail customer service or call center experience
• Recent college graduate will work for this role; not degree focused
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• JOB SUMMARY
• Answer toll free customer service calls, and correspondences, including letters, internet e-mails, chat, and/or social media comments
• Field customer questions, resolve standard customer complaints, document information in the customer tracking system and ensure effective communication at all levels
• Monitor Facebook, Twitter, Instagram, TikTok and respond to customer comments/questions.
• Duties and Responsibilities:
• Respond accurately, promptly and effectively to all forms of customer communication, including phones, letters, Internet e-mails, chat, social media referrals.
• Resolve difficult and sensitive customer issues in an objective and timely manner, using problem solving and negotiation skills.
• Communicate with District Managers, Store Managers and Home Office personnel to resolve customer problems and answer questions
• Escalate serious issues to protect the company/brand.
• Document customers and store information in customer tracking system
• Code correctly and provide continuous updates until the issue is resolved and ready to close.
• Promote a positive Company image in support of Customer Service objectives and mission statement.
• Make sound judgment calls that align with the brand, escalation and customer service policies for social media customer related issues by following social media moderation guidelines.
• Multitask in a fast-paced environment and moderate a high volume of inbound/outbound content to provide good customer service follow up and follow through
• Special projects/duties as assigned
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• Skills required to perform this job:
• Proven Conflict Management Skills
• Strong Analytical and Problem Solving Skills
• Good Listening Skills
• Organizational Skills
• Prioritizing skills and effective time management
• Flexibility
• Ability to multi-task
• Excellent Verbal and Written Communication Skills
• PC knowledge including email knowledge; Word and Excel preferred
• Typing Skills
• Social Media Moderation Experience Preferred
• Ability to Separate Emotion and respond objectively
• Works well in a team environment
• A min requirement for WIFI speed-high speed connection
• Need quiet workspace, free of background noise, and good for video meetings/chats

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