Customer Service Representative (02923) - 1301 N Prospect Ave

SmartRecruiters, Inc.; Champaign (IL); On-site; USD 36,000 - 48,000; Full time

Job summary

SmartRecruiters, Inc. in Champaign, IL is seeking a Customer Service Representative to be the voice of the company, handling inquiries by phone, email, and chat with a friendly, professional demeanor.

You will resolve issues, provide product information, document interactions, and collaborate with teams to meet performance metrics and ensure customer satisfaction. You will work to meet response time targets, maintain detailed records, and contribute to a supportive customer experience across

Qualifications

• Excellent communication skills in verbal and written form.
• Active listening and strong interpersonal abilities are required.
• Able to stay patient and calm in challenging situations.
• Customer-focused mindset with problem-solving skills.
• Proficient with CRM software and basic computer applications.

Responsibilities

• Respond to customer inquiries via phone, email, and chat.
• Listen to customer concerns and identify solutions.
• Resolve issues with empathy and accuracy.
• Provide accurate information on products and services.
• Document interactions and maintain records in the system.
• Follow up to confirm satisfaction and address concerns.
• Escalate complex issues to appropriate departments.

Skills

Excellent verbal & written comms

Active listening

Interpersonal skills

Calm under pressure

Customer-focused

Problem solving

Multitasking

Organizational skills

Experience in customer service

Conflict resolution (preferred)

Tools

CRM software

Computer systems & software basics

Job description

Customer Service Representative (02923) - 1301 N Prospect Ave

• Full-time
• Job Category Org: Store Customer Service Rep

We're looking for a Customer Service Representative to join our team in Champaign, United States. In this role, you'll be the voice of our organization, delivering exceptional support and building positive relationships with our customers. As a Customer Service Representative, you'll handle a variety of customer inquiries and concerns while maintaining a friendly, empathetic, and professional demeanor. Your primary focus will be resolving issues efficiently, providing accurate information, and ensuring every customer interaction leaves a lasting positive impression.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner
• Listen actively to customer concerns and identify appropriate solutions
• Resolve customer issues and complaints while maintaining a supportive and empathetic approach
• Provide accurate product and service information to customers
• Document customer interactions and maintain detailed records in our system
• Follow up with customers to confirm satisfaction and address any additional concerns
• Escalate complex or unresolved issues to appropriate departments or supervisors
• Meet or exceed performance metrics, including response time and customer satisfaction scores
• Collaborate with team members to share best practices and support organizational goals
• Adhere to company policies and procedures while maintaining professional behavior

• Excellent verbal and written communication skills
• Strong active listening and interpersonal skills
• Proven ability to remain calm and patient in challenging situations
• Problem-solving mindset with a customer-focused approach
• Proficiency with computer systems and basic software applications
• Ability to multitask and manage multiple customer interactions simultaneously
• Organizational skills and attention to detail
• Previous customer service experience or related role
• Familiarity with Customer Relationship Management (CRM) software (preferred)
• Typing proficiency and comfort with keyboard navigation (preferred)
• Knowledge of conflict resolution techniques (preferred)

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