Entry Level Customer Service Specialist

ConsultNet Technology Services and Solutions; Decatur (GA); On-site; USD 29,000 - 36,000; Full time

Job summary

ConsultNet Technology Services and Solutions is seeking an entry-level customer service representative to handle recall inquiries. The role is phone-heavy, requiring following scripts and checklists while assisting customers with recalls.

You will collect customer and product details, determine recall eligibility, provide remedies and updates, and log each interaction in the CRM. Escalations to Recall/QA/Legal are possible for safety or legal issues.

Qualifications

• Must be entry-level
• Handles phone calls and emails from recalled-product customers
• Follows scripts and checklists to resolve recalls

Responsibilities

• Answer calls and emails from recalled-product customers
• Collect customer and product details and determine recall eligibility
• Provide approved instructions, remedy options and status updates
• Log interactions in CRM and follow up on open cases; escalate injuries, safety hazards, legal issues or anomalies to Recall/QA/Legal teams

Skills

Phone handling

Customer service

Active listening

Communication

Tools

CRM software

Job description

The job: an entry-level, phone-heavy customer service role handling product recall inquiries. The person answers calls and emails from customers about a recalled product and follows set scripts and checklists to:

• Collect customer and product details and check whether the customer qualifies for the recall (about 60% of the time)
• Give approved instructions, remedy options and status updates
• Log every interaction in a case-management or CRM system and follow up on open cases (about 25%)
• Immediately escalates injuries, safety hazards, legal issues or anything unusual to the Recall, Quality or Legal teams (about 10%)