Job Description
Join a dynamic team where your impact is felt daily. We are actively seeking a dedicated Customer Service Representative to join our Louisville, Kentucky team. In this pivotal role, you will serve as the voice of our brand, ensuring our valued clients receive the exceptional support they deserve.
As a key member of our support staff, you will navigate high-volume inquiries with empathy and efficiency. We pride ourselves on a culture of growth, offering a hybrid work environment and comprehensive benefits for our employees.
Responsibilities
- Manage Inbound & Outbound Communications: Handle a high volume of customer inquiries via phone, email, and live chat with professionalism and speed.
- Resolve Complex Issues: Diagnose customer problems, troubleshoot technical difficulties, and provide effective solutions to ensure 100% satisfaction.
- CRM Data Entry: Maintain accurate and up-to-date records of all customer interactions, transactions, and feedback within our CRM systems.
- Process Orders & Returns: Efficiently process returns, exchanges, and service requests while adhering to company policies and compliance standards.
- Performance Optimization: Consistently meet and exceed Key Performance Indicators (KPIs) regarding call handle time, First Contact Resolution (FCR), and Customer Satisfaction Scores (CSAT).
- Issue Escalation: Identify complex issues that fall outside standard protocols and escalate them to senior management or technical teams for resolution.
- Product Knowledge: Stay informed about product updates and service offerings to provide accurate information to customers.
Qualifications
- Experience: 1-2 years of professional experience in customer service, call center, or retail support is preferred.
- Communication: Excellent verbal and written communication skills with a strong focus on active listening and empathy.
- Technical Skills: Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with CRM software (e.g., Salesforce, Zendesk) is highly desirable.
- Problem Solving: Strong analytical skills with the ability to think critically and resolve conflicts calmly under pressure.
- Education: High school diploma or GED required.
- Availability: Willingness to work flexible shifts, including evenings and weekends, to meet business demands.