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Customer Experience Representative

Company: Harvard Resource Solutions
Location: Cary
Posted on: November 22, 2021

Job Description:

Our online retail client is seeking CUSTOMER EXPERIENCE REPRESENTATIVES on a contract basis for their office in Rochester Hills, MI In office position Contract through January 2022 with potential for direct hire ( based upon strong performance and attendance) Shift: Monday through Friday : 8:45am - 5:15pmJob Requirements: SUMMARY Provide each customer with excellent service, whether by phone or email. Always have the customer---s best interest in mind. RESPONSIBILITIES

  • Ascertain each customer---s needs or wants and accommodate them to the best of your ability.
  • Answer customer questions regarding merchandise, the website, promotional sales, and shipping policies.
  • Set up returns or exchanges as needed.
  • Maintain knowledge of current sales and promotions.
  • Keep up with the current selection of products per website.
  • Understand product variations and be able to make recommendations accordingly.
  • Assist with responding to customer emails efficiently, accurately, and professionally.
  • Follow up with customer on order status and back-ordered items when necessary.
  • Direct, special requests, problems, or unresolved issues to the supervisor/team lead timely.
  • Follow company policies and procedures as outlined in the handbook and protocols.
  • Contributes to group resources and reference material
  • Any other tasks, projects, or duties that may be assigned.
  • Review pending backorders and flagged orders daily
  • Respond to minor customer complaints that don---t need supervisor attention
  • Assist team leaders with special projects
  • Other duties including assisting with email tickets, responding to chat requests, and helping with additional customer service duties as needed by the team. Accountability & KPIs: Each Customer Service Representative is assigned to a team within the department: Phone or Email. This role will be assigned monthly KPIs based on individual and team goals, including but not limited to call volume, email response time, call or email quality, and customer satisfaction scores REQUIREMENT S
    • Speaks clearly and persuasively in positive or negative situations
    • Listens and gets clarification
    • Responds well to questions
    • Manages difficult or emotional customer situations
    • Responds promptly to customer needs
    • Solicits customer feedback to improve service
    • Responds to requests for service and assistance
    • Balances team and individual responsibilities
    • Multi-tasks prioritizes and manages time effectively
    • Uses resources to problem solve
    • Adapts to and learns computer systems quickly
    • Provides an outstanding customer experience QUALIFICATIONS
      • Previous customer service/contact center experience a plus
      • Professional phone and email etiquette are required.
      • Strong computer skills.
      • Good writing skills ( emails) EDUCATION REQUIREMENT High school diploma required. If you are a high performer and would like to work for an equally high performing company and you think the above opportunity is appropriate for you, we invite you to apply to this job and email your resume to rrice@hrsus.com We treat all resumes with strict confidentiality. We will always contact you first before submitting your resume to our client(s) for review. If you do not receive correspondence, you are not a fit for this position. At Harvard Resource Solutions, our talent acquisition team is proud to provide our clients with the most qualified Administrative & Clerical talent in the industry today.

Keywords: Harvard Resource Solutions, Elgin , Customer Experience Representative, Other , Cary, Illinois

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