Customer Service Representative

Description

Customer Service Representative

Purpose of Position:

Professionally assist our Member Florists with statement questions and order disputes.

Essential Duties and Responsibilities:

  • Respond to questions regarding the member’s statement and florist order disputes via email and by phone as appropriate.
  • Professionally respond to incoming customer calls and emails.
  • Process requests using internal computer applications. Verify and validate all information provided by the member prior to submission.
  • Accurately document all calls in the internal (HEAT) application.
  • Consistently achieve key indicators and performance standards as defined by management.
  • Provide customers with quality service by following the defined company policies, processes and procedures.
  • Read and retain information from departmental memorandums, websites and training materials to effectively service customers.
  • Participate in ongoing on-the-job training. This may include one-on-one sessions with members of management and peer coaching.
  • Other duties as assigned.
  • Knowledge, Skills and Abilities:
  • High school diploma or general equivalency diploma; or equivalent combination of education and experience
  • Inbound call center experience desirable
  • Proficient in Microsoft Office and Internet navigation.
  • Clear problem solving skills and ability to make quick decisions
  • Excellent communication skills, both written and oral
  • Excellent grammar skills
  • Clear speaking voice
  • Good listening skills
  • Good typing/keyboarding skills
  • Ability to handle pressure professionally and to exhibit a calm disposition
  • Ability to show empathy and be persuasive
  • Ability to control the call
  • Good follow up skills
  • Ability to use computer and key board for extended periods of time
  • Ability to communicate verbally and in writing and to talk for extended periods of time on the phone
  • Must be flexible, receptive to change, and have the ability to adapt quickly to changing business requirements

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