The Customer Support Representative is an advanced Contact Center service position, tasked with fielding sales service and support calls and emails for the Call Center and Fulfillment Team.
This position requires employees to act as the first line of contact for inbound client calls and emails including sales and support as well as incoming inquiries for the Fulfillment Team. The position also acts as a bridge between supplying partners and clients, using phone outreach to clarify and troubleshoot client issues. This position will also be involved in email communication to better service clients.
Fielding inbound sales and support calls and emails, with the intent of resolving all first level support.
Contacting supplying teams via telephone to discuss and confirm delivery details, and updates.
Relaying delivery information to clients
Acting as a liaison via internal chats and email communications between retail clients and the Fulfillment Team
Refills orders via web site partner sites to assist clients
Fields inbound support calls for partner sites
Troubleshooting and answering general questions related to client ticket requests
Contacts Broker partners via telephone to discuss and confirm delivery details, and updates
Coordinates delivery updates with clients
Communicates with other internal departments as necessary
Strong attention to detail
Ability to prioritize and multitask in a fast paced environment
Excellent communication written and spoken.
Customer service skills
Strong computer literacy including web browsing and agile program navigation
Functional knowledge of MS Office products (i.e., Word and Excel)
Strong record of punctual and consistent attendance
At least one year of experience working in a high volume job – preferably in a call center
At least one year of experience in a professional customer service position
Experience utilizing an inventory management system or database is preferred
At least six months of experience working in a professional office environment preferred
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