Customer Service Specialist

PPS is seeking a Customer Service Specialists to join our team in Phoenix. CS Specialists are the front-line and are the first point of contact for our customer’s queries/concerns. To be successful in this role you must have a passion for providing first class Customer Service. The CS Specialist is a key role in the organization that drives our success; someone who needs a sense of purpose would be a great fit for this role.

Responsibilities and Duties

• Handle and direct incoming Phone Calls in assigned division.
• Manage customer inquiries via Phone, Email, and Freshdesk; Tickets are initiated in Freshdesk (Ticketing System) so experience in Freshdesk CRM is a plus (Not required).
• Respond and resolve Tickets within department SLA
• Become expert in entering orders using our EDI System
• Collaborate with colleagues and necessary departments to attain solution
• Act as backup for other divisions as necessary per Organizational needs.
• Perform data entry tasks for customer order fulfillment
• Respond to customer queries/complaints and submit claim/credit request on customers behalf
• Diligently identify and report ongoing concerns/issues to upper management for resolution

Qualifications

• High School Diploma/GED
• Customer service or any customer facing experience
• Must possess excellent communication and great problem-solving skills
• Must have adequate time management and ability to prioritize tasks
• Must be able to de-escalate an escalated matter
• Possess the capacity to express empathy
• No license or Certifications required to perform job duties