Customer Service Representative - Multichannel

JJ Web Services and More LLC

Indiana (PA)

On-site

USD 38,000 - 46,000

Full time

14 days+

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Job summary

JJ Web Services and More LLC is seeking a Customer Service Representative to handle inquiries via phone, text, and Facebook messages. You will document interactions and collaborate with teams to resolve issues while maintaining a friendly, professional tone.

The role emphasizes product knowledge, prompt responses, and delivering excellent customer experiences across multiple platforms.

Qualifications

Excellent verbal and written communication skills.
Customer-focused mindset with a passion for satisfaction.
Ability to multitask across phone, text, and social media channels.
Strong problem-solving and critical-thinking abilities.

Responsibilities

Handle inquiries via phone, text, and Facebook messages.
Record interactions accurately in the service database.
Provide timely, accurate information and resolutions to issues.
Maintain consistent, professional tone across channels.

Skills

Multichannel comms

Active listening

Written communication

Customer-centric

Problem solving

Adaptability

Collaboration

Job description

We are actively seeking a dedicated and customer-focused individual to join our team as a Customer Service Representative. This role involves providing exceptional service by addressing inquiries and resolving issues through various channels, including phone calls, text messages, and Facebook messages. If you have excellent communication skills, a passion for customer satisfaction, and the ability to multitask across different communication platforms, we invite you to apply.

Responsibilities

Multichannel Communication:

Answer incoming phone calls, respond to text messages, and engage with customers through Facebook messages promptly and professionally.
Maintain a consistent and positive tone across all communication channels.

Issue Resolution:

Listen attentively to customer inquiries and concerns, providing accurate and timely information.
Troubleshoot problems and work towards effective resolutions, ensuring customer satisfaction.

Product/Service Knowledge:

Develop a deep understanding of our products/services to provide comprehensive and accurate information to customers.
Stay informed about updates, promotions, and changes in company policies.

Documentation:

Document customer interactions and transactions accurately in the customer service database.
Provide detailed and clear notes for future reference and reporting purposes.

Feedback Collection:

Gather customer feedback on products, services, and overall experiences.
Report recurring issues and trends to the management team for continuous improvement.

Social Media Management:

Monitor and respond to customer inquiries and comments on social media platforms, particularly Facebook.
Engage with customers in a friendly and professional manner, showcasing our commitment to excellent service.

Collaboration:

Collaborate with other departments, such as sales and product development, to address customer needs effectively.
Provide insights to improve customer experience based on common inquiries and feedback.

Qualifications

Excellent Communication Skills:

Exceptional verbal and written communication skills, with a friendly and empathetic demeanor.

Customer-Centric Attitude:

A genuine passion for providing outstanding customer service and ensuring customer satisfaction.

Multitasking Abilities:

Proven ability to manage multiple communication channels simultaneously while maintaining a high level of service.

Problem-Solving Skills:

Strong problem-solving and critical-thinking skills to address customer concerns effectively.

Adaptability:

Ability to adapt to various communication styles and situations.

How To Apply

Interested candidates are invited to submit their resume along with a cover letter outlining their relevant experience in customer service, especially in handling phone calls, text messages, and social media inquiries.

Join us in delivering exceptional customer service and contributing to a positive customer experience across multiple channels!

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Name* First Middle Last
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Position Applying for
Date Available*

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Questions
What's your preferred method of communication?*

Phone
Email
Text

Are you willing to consent to a background check?*

Which languages do you speak AND write fluently?*
What previous experience do you have that will be helpful in this position?*
Do you understand that the goal is to find someone wanting a long-term position and that this will be determined after a 30 day trial period?*

How do you learn best?*

Visual Learner
Books
Videos
One & One Training

How do you feel about watching training videos vs one on one training?*
How do you feel about customers showing up unexpectedly?*
How do you prioritize when more than one thing is happening at the same time?*
Are you able and willing to train others to be a backup when necessary?*

Please describe any strengths/skills you have that make you a valuable asset to my team.*
What are your long term commitment goals with JJ Web Services?*
EMPLOYMENT HISTORY – THIS SECTION MUST BE ENTIRELY COMPLETED.

Below, list ALL paid or unpaid work experience for the past 15 years, beginning with the most current or most recent job.

Include military experience. Describe each job separately, emphasizing yo ur specific duties and responsibilities including management, supervisory, or other leadership roles. Explain significant breaks in your work experience. If more space is required, atta ch additional sheets.

Most Recent Employer:
Address Street Address Address Line 2 City State / Province / Region ZIP / Postal Code
Position Held:
Dates From:
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May we contact employer?
Yes
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Reason for Separation
Supervisor’s Name:
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Starting Pay: $
Hourly
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Starting Pay Amount
Ending Pay: $
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Employer
Address Street Address Address Line 2 City State / Province / Region ZIP / Postal Code
Position Held:
Dates From:
Dates To:
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Part Time
May we contact employer?
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No
Reason for Separation
Supervisor’s Name:
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Starting Pay: $
Hourly
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Ending Pay: $
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Do you have allergies?*

CONVICTIONS/CRIMINAL HISTORY/BACKGROUND CHECKS

Have you ever been convicted of any violation of the law, other than for minor traffic violations? (A DWI/DUI must be listed.)*

If “Yes”, Please explain below.

List three references (other than relatives) that have knowledge of your work experience and abilities:

Name of 1st Reference* First Last

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Name of 2nd Reference* First Last

Phone*

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Do you currently have relatives or friends working for JJ Web Services?*

Would you agree to pre-hiring and random drug testing?*

Yes
No
If your life goes exactly how you would like it to go, where will you be in 5 years? What would you be doing?*
Our number one policy is:

Employees and Outside contractors can not bring your manager a problem without a recommended solution.

In today’s workplace, if you want to stand out as a valued employee, don’t bring problems to your manager -- bring solutions. Why? Because there are too many problems for managers to solve all by themselves; that’s why you were hired. So don’t be part of a problem. Become a solution-generating employee and you’ll increase your value to your manager and to the company.