Customer Service Center Rep

Full time
20$/h
ft-Lauderdale 02/08/2017   Full time 20$/h

Responsibilities:

 When assigned to outbound campaigns:

 Make outbound customer service calls including but not limited to:

    • Secure reorder sales for all products
    • Support specific seasonal reorder goals
    • Secure Poster Guard renewals or reactivations
    • Other product or brand specific telemarketing campaigns as assigned
  • Accurately enter all new orders following detailed DAX order entry procedures
  • Perform account maintenance and verification on every call, such as but not limited to, new contact set-up, billing and shipping addresses, phone numbers, emails and flagging active and inactive individuals; and department/position
  • Properly advise customers and use source codes to ensure accuracy of campaign tracking
  • Properly use codes and notes for all pricing overrides related to product or shipping costs
  • Review account purchase history to upsell/cross-sell and verify customer requests on reorders
  • Complete full account set up for new Poster Guard Service orders
  • Tag and recall accounts as detailed in specific campaign instruction
  • Provide ongoing collaboration on the effectiveness of campaigns and feedback on customer receptiveness and response
  • Multitask all duties above and prioritize work efficiently to meet monthly metrics
  • May perform other duties as assigned

 Inbound call responsibilities assigned based on alignment with seasonal and other business demands:

 Answer inbound calls and provide excellent customer service related to new or existing orders including but not limited to order status, payments, shipment tracking, invoices, products and/or services questions, personalized orders, account status

Manage every call for immediate resolution of the customer request whenever possible

    • Document issues and own follow-up on customer problems or requests that require further investigation to resolve
    • Escalate significant customer service “dissatisfaction” issues to your immediate supervisor for follow up
  • Accurately enter all new orders following detailed DAX order entry procedures
  • Perform account maintenance and verification on every call, such as but not limited to, new account set-up, billing and shipping addresses, phone numbers, emails and active and inactive individuals; and department/position
  • Multitask all duties above and prioritize work efficiently to meet monthly metrics
  • May perform other duties as assigned

  Requirements:

 Excellent verbal and written communication skills with proper diction and grammar

  • Proficiency in Windows-based programs including Word, Excel and Outlook
  • Aptitude and understanding of operating systems as trained
  • Aptitude and understanding of products and services as trained
  • Excellent follow up on problems and issues
  • Detail orientation
  • Friendly and helpful attitude
  • Self-organized
  • Self-motivated
  • Problem solver
  • Aptitude for learning
  • Punctual and reliable
  • Team player
  • Collaborative with supervisors and managers
  • Respectful of others time and efforts
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