Customer Service Representative

The Planet Group; Framingham (MA); On-site; USD 40,000 - 60,000; Full time

Job summary

The Planet Group is seeking a customer service professional in Framingham, MA to respond to inquiries, resolve issues, and document interactions in our tracking system. You will work with district and home-office teams to address questions and escalate when necessary, while maintaining brand standards and a high level of customer satisfaction.

You will multitask in a fast-paced setting, supporting social media moderation guidelines and contributing to special projects as needed.

Qualifications

• Strong conflict management and problem-solving skills.
• Excellent verbal and written communication abilities.
• Proficient with email, Word and Excel.

Responsibilities

• Respond accurately and promptly to all forms of customer communication.
• Resolve difficult and sensitive customer issues in an objective and timely manner.
• Communicate with District Managers, Store Managers and Home Office to resolve problems and answer questions.
• Document customers and store information in the customer tracking system and provide continuous updates until resolution.
• Promote a positive company image in support of Customer Service objectives and mission statement.
• Make sound judgments aligned with brand, escalation and social media policies for related issues.
• Multitask in a fast-paced environment while moderating a high volume of inbound/outbound content.
• Assist with special projects/duties as assigned.

Skills

Conflict management

Analytical/problem solving

Organizational skills

Prioritizing/time management

Flexibility

Multi-tasking

Verbal/written communication

PC knowledge (email, Word, Excel)

Typing skills

Social media moderation

Emotion management

Teamwork

Tools

Word

Excel

Job description

Respond accurately, promptly and effectively to all forms of customer communication.

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

Skills required to perform this job:

• Proven Conflict Management Skills


• Strong Analytical and Problem Solving 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