Customer Service Rep - Junior

TalentBurst; Framingham (MA); Remote; USD 60,000 - 80,000; Full time

Job summary

A staffing agency is seeking a Customer Service Representative in Framingham, MA. This fully remote position involves responding to customer inquiries across various platforms and requires strong communication skills and previous retail or call center experience. The role offers flexible hours with a pay rate of $22/hour on W2.

Qualifications

• 1-3 years of retail customer service or call center experience.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Respond accurately and effectively to all customer communications.
• Resolve customer issues using problem solving and negotiation skills.
• Document customer interactions in the tracking system.

Skills

Conflict Management Skills

Analytical Skills

Written Communication Skills

Verbal Communication Skills

Organizational Skills

Time Management Skills

Social Media Moderation

Job description

Overview

Customer Service Rep — Framingham, MA 01701

3+ months with potential to extend or convert • Fully remote • Pay Rate: $22/Hour on W2

Work Schedule: Friday-Tuesday 9am-5pm EST

Training Schedule: Monday-Friday 10am-6pm EST

Job Summary

Answer customer service correspondences, including phone calls, 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

Preferred Experiences

• Customer service
• Phone
• Retail

Minimum Experience

• 1 – 3 years of retail customer service or call center experience
• Recent college graduate will work for this role; not degree focused
• Contract to perm talent only (If converted, looking at an hourly pay rate of ***/hour)

Skills

• 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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