Customer Service Representative

I3 INFOTEK INC; Youngstown (OH); On-site; USD 32,000 - 46,000; Full time

Job summary

I3 INFOTEK INC in Youngstown, OH is seeking a dedicated Customer Care Specialist to support customers via phone, email, and chat. You will learn our product portfolio, follow established processes, and strive for one-call resolution with empathy and professionalism.

You will document inquiries, coordinate with teams, and participate in ongoing training to improve service quality and customer satisfaction across all touchpoints.

Responsibilities

• Follow established processes and systems to ensure that Customer Care Standards are met or exceeded for every customer contact.
• Maintain 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 skills 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
• Communicate 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, ensuring resolution
• Collaborate with team members and other company departments to ensure overall customer and product satisfaction

Job description

• Follow established processes and systems to ensure that Customer Care Standards are met or exceeded for every customer contact.
• Maintain 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 skills 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
• Communicate 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, ensuring resolution
• Collaborate with team members and other company departments to ensure overall customer and product satisfaction