Customer Service Representative

Integrated Resources, Inc.; Melvindale (MI); On-site; USD 32,000 - 46,000; Full time

Job summary

Integrated Resources, Inc. seeks a dedicated Customer Service Associate to handle inbound calls, enter orders, and troubleshoot customer issues. You will maintain a positive and professional demeanor, learn our product portfolio, and respond to inquiries across phone, email, and chat channels.

The role emphasizes delivering quality service with 90% call/email/chat satisfaction, and maintaining attendance in a fast-paced environment with ongoing training and development.

Qualifications

• High school diploma required or equivalent.
• Able to type and use a computer with accuracy.
• Strong attendance and self-motivation are essential.

Responsibilities

• Follow established processes to meet customer care standards.
• Maintain a positive, empathetic and professional attitude.
• Develop knowledge of products and procedures.
• Aim for one call resolution with full follow-through.
• Communicate promotions and services offered.
• Process orders courteously and accurately.
• Document complaints and facilitate resolutions.
• Communicate with supervisors and managers regularly.
• Attend team meetings and participate in training.
• Provide quality service via calls, emails, and chats.

Skills

Initiative

Attendance

Motivation

Typing

Multitasking

Education

High school diploma

Job description

Duration: 6 Months and temp to permanent.

Work hours: 8:15am to 4:45pm

Job Description:

Answering phones, keying in new jobs, troubleshooting problems for customers, invoicing, billing.

Specific Skills Needed:

Top 3-5 mandatory and/or minimum requirements: Initiative, attendance, motivation, able to type and use computer, multitasker

Top 3-5 desirable attributes/qualifications

? Optical experience, likes talking and working with people.

Required levels/ Years of Experience education

– discuss whether there is flexibility: High school diploma

PRIMARY RESPONSIBILITIES:

• Follow established processes and systems to ensure that Customer Care Standards are met or exceeded for every customer contact.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Develop a strong knowledge of our product portfolio and procedures
• Demonstrate 100% follow through in every commitment in an effort to provide one call resolution.
• Effectively communicate additional promotions and services we offer.
• Process customer orders in a courteous, efficient, timely manner with minimal errors.
• Properly document customer complaints and concerns immediately and facilitate satisfactory resolution.
• Communicate effectively with leaders including the Customer Service Supervisor & Manager. Communications include updating them regularly to guarantee customer expectations are met and any problems or issues are addressed in a timely and professional manner.
• Regularly attend and participate in team meetings.
• Participate in ongoing training and development to improve the knowledge and skill required to better serve our customers.
• Other duties as assigned by Manager. Specific Duties:
• Provide quality customer service by answering incoming customer calls and entering orders, responding to customer questions/concerns
• Communicating with customers through various channels (Phone, email, chat)
• Effectively communicate additional promotions and services we offer.
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company's customer service policies
• Identify customer questions, complaints, concerns, and respectfully and professionally provide sufficient answers and solutions to all customer queries
• Redirect customers to appropriate departments and teams when necessary and follow up with callers on complaint/question status, ensure resolution
• Collaborate with team members and other company departments to ensure overall customer and product satisfaction
• Quality Assurance – 90% Rating on calls/emails/chat interactions
• Answered Interactions– 99% of Interactions are answered
• Attendance – Compliance to the attendance policy