Customer Service Representative

Mindlance; Exton (PA); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Confidential information handling

Team-oriented activities

Flexible shift opportunities

Job summary

A national recruiting firm is seeking a Customer Experience Specialist to provide exceptional customer service in a fast-paced environment. The ideal candidate will manage inbound and outbound customer interactions, ensuring a delightful experience while resolving inquiries. With responsibilities including processing orders in SAP and handling billing issues, strong communication and problem-solving skills are essential. Candidates should have at least 1 year of experience in customer service and preferably an Associate or Bachelor's degree. Competitive salary and benefits offered.

Qualifications

• 1+ year experience in a customer service related field.
• Strong work ethic and ability to adapt.
• Excellent written and oral communication skills.

Responsibilities

• Deliver outstanding customer support through various channels.
• Process customer orders accurately using SAP.
• Handle billing inquiries and maintain PCI compliance.

Skills

Customer service orientation

Problem-solving

Communication skills

Time management

Sales skills

Education

Associate or Bachelor’s degree

High school diploma

Tools

SAP

Microsoft Office suite

Job description

Mindlance is a national recruiting company which partners with many of the leading employers across the country. Feel free to check us out at http://www.mindlance.com. Its a simple route driver job and company will be providing the car.

Job Description

Our company focus is delivering exceptional service and you will play an integral role in that effort. We need team players who are passionate about customer service and possess a “run it like you own it” mentality. The role of a Customer Experience Specialist is to positively influence and delight customers in all interactions with the company. Customer Experience Specialist must be able to jump in to any customer interaction to quickly produce positive results. Impeccable customer service is top priority.

Responsibilities

• Ability to ‘Delight the Customer’ in all interactions by:
  • Delivering first line customer support, providing a personalized customer experience through easy, efficient and enthusiastic interactions that allow our customers to accomplish their goals
  • Managing multiple tasks simultaneously in a fast paced, high volume environment, with minimal supervision and high attention to detail
  • Providing superior customer service and remaining solution-driven with all customers
  • Ensuring timely and successful delivery of our products according to customers’ needs
• Answer approximately 80-120 inbound calls daily from customers, pet owners and field colleagues while accurately processing orders.
• Process all customer orders (phone, fax, email and electronic) with accuracy and efficiency in SAP.
• Execute outbound calls as assigned for specific marketing/sales/business strategy campaigns.
• Assess customer information and apply required up-selling techniques to effectively satisfy a customer’s needs leveraging value and benefits to meet departmental and company sales goals.
• Field customer billing inquiries and payment requests, including:
  • Research and resolve customer questions and concerns regarding statements, invoices, and account balances with accurate billing
  • Research and resolve customer deductions, including solving for discrepancies, in accordance with policies
  • Handle customer credit card payments, maintaining PCI compliance in all transactions
  • Provide invoices, statement, and packing slip reprints as requested
  • Liaison with the Credit & Collections, Customer Service, Customer Master Data and Returns Centers on transactions affecting their areas
  • Provide first level support to Online Billing Portal
• Facilitate customer returns and manage customer disputes by initiating credits and debits.
• Educate customers on product, service and program offerings, following up with additional information when necessary.
• Demonstrate team focus by participating in department sales challenges and activities.
• Liaise with internal Operations, Marketing, Sales and Logistics teams to ensure appropriate information is communicated to exceed customer needs.
• Provide first level support for multiple online platforms assisting with registrations, site navigation and escalating issues as needed.
• Support various web-based marketing programs by assisting consumers with site navigation, rebate status and general inquiries, documenting in administrative tool.
• Maintain working knowledge of prescription, over-the-counter and controlled drugs as well as competitor information.
• Participate in ongoing training and departmental meetings in order to maintain strong knowledge of products, programs, policies and procedures.
• Exemplify Values: Our colleagues make the difference, Always do the right thing, Customer Obsessed, Run it like you own it.
• Document customer interactions according to standard procedures in support of efforts to provide a consistent, high-quality customer experience.
• Utilize Genesys phone system with ease and efficiency.
• Consistently achieve departmental performance requirements.
• Maintain compliance with all standards, controls, policies and practices.
• Perform other duties as assigned by Customer Service Management Team.

Qualifications

• Associate or Bachelor’s degree highly preferred. High school diploma required.
• Minimum 1 year experience in a customer service related field required.
• Hiring shift 11:30AM – 8PM with the potential to move to other available shifts based on department staffing needs. Customer Service team is open 8:30AM-8PM.
• Possess a positive, outgoing, ‘Delight the Customer’ attitude in all interactions.
• Able to work both in a team environment and independently.
• Able to adapt and be flexible in various situations.
• Strong work ethic; willing to go the extra mile to deliver quality work.
• Excellent written and oral communication skills, especially over the telephone – both internally and externally.
• Exceptional time management skills and ability to multitask and prioritize work.
• Effective problem solving and analytical skills.
• Sales skills with the ability to influence customers preferred.
• Strong leadership skills.
• Proficient in Microsoft Office suite and web-based applications.
• Working knowledge of SAP preferred.

Additional Information

All your information will be kept confidential according to EEO guidelines.