Customer Service Representative - Cincinnati, OH

iPostal1; Cincinnati (OH); On-site; USD 32,000 - 42,000; Full time

Job summary

iPostal1 is seeking a customer service professional to support growth in our Cincinnati, Ohio office. The role involves handling calls, chat, and email with a focus on clear communication and a positive customer experience.

A two-week, paid training program starts Day 1. This is an in-office position with no remote work available, and duties include support across multiple channels in a diverse technology environment.

Qualifications

• Results oriented
• Strong work ethic
• Excellent verbal and written communication skills
• Previous experience in a customer service-oriented role

Responsibilities

• Answer inbound calls from customers in a prompt and professional manner
• Identify the type of assistance needed and ascertain level of assistance
• Provide information and resolve inquiries with a positive, conversational tone
• Manage customer expectations and engage customers in online chat
• Assist customer tickets with general inquiries, product support, and sign-up issues via phone/email/chat
• Provide mail support to Mail Center Manager including mail sorting and digital uploading
• Handle escalations as needed and assist with analytics and reporting

Job description

We’re iPostal1 and we’re in growth mode!

This is an exciting time to join our team. Headquartered in Rockland County, N.Y., we are an established, cutting-edge leader in the digital mailbox industry. Our customer base is quickly growing and we’re looking for confident, upbeat, personable Customer Service professionals to support that growth in our Cincinnati, Ohio location.

There will be a two-week, paid training which starts on Day 1!

To join our customer service team, you should be comfortable supporting customers via the phone, on chat and through email, an excellent verbal and written communicator, able to think on your feet and have a positive, team-oriented attitude. If you enjoy assisting customers and want to make a career of it, this could be a great opportunity for you!

Please note this is an in-office role. Remote work is not available.

Responsibilities:

• Answer inbound calls from customers in a prompt and professional manner
• Identify the type of assistance needed
• Ascertain level of assistance needed to resolve inquiry and escal when appropriate
• Deliver all information in a positive, conversational, and compassionate manner to facilitate relationship development with clients
• Manage customer expectations
• Actively engage customers in on-line chat context
• Assist customer tickets from the queue with general inquiries, product support, service recommendation, and basic sign-up issues in a diverse technology environment (via phone/email/chat)
• Provide mail support to Mail Center Manager by performing duties such as mail sorting, digital uploading, dispensing, etc.
• Additional duties as assigned and deemed appropriate per level including but not limited to handling escalations, team supervision, analytics and reporting

Requirements:

• Results oriented
• Strong work ethic
• Excellent verbal and written communication skills
• Previous experience in a customer service-oriented role
• Proficient in navigating in a CRM and/or multiple software applications

iPostal1 is an Equal Opportunity employer and considers all applicants for employment without regard to race, color, religious creed, ancestry, religion, sex, sexual orientation, gender identity and/or expression, pregnancy, age, national origin, marital status, disability, military status, genetic information or any other category protected by law.