Customer Service Representative

Job Description

REQUIREMENTS

• High School Diploma or equivalent required.
• 2 years prior computer-based customer service experience OR a combination of 1 year of computer-based customer service AND 1 year of cloud support required.
• Excellent verbal and written communication skills with the ability to liaison with many different departments.
• Basic knowledge of computer software and office systems (Microsoft Office Suite (e.g., Excel, PowerPoint, Word) and willing to learn additional information systems and or software.

• Ability to thrive in fast-paced environment, multitask while keeping focus on the customer, and manage competing priorities.
• Flexibility to occasionally work different shifts (including evenings, weekends, or holidays).
• Ability to pass a pre-employment background investigation.

RESPONSIBILITIES

• Provide exceptional customer service to our customers via, email, internet, and in person, while providing support and information on products and services.
• Provide cloud support and other technical support duties to students via telephone, online ticketing system, and Zoom Video conferencing.
• Represent the company in a courteous and professional manner.
• Identify and clarify the reason for the contact from the customer. Present the customer with solutions and resolve any / all concerns with products or services.
• May collect and enter orders for new or additional products/services with our sales representatives.
• Maintain customer accounts and records of customer interactions with details of inquiries in our CRM software.
• Brand Ambassador for the company as the first point of contact for new customers or orders.
• Utilize the centralized ticketing system for requests and resolution and ensure proper documentation of issues within ticketing system.
• Manage, distribute, and respond to all inbound cases, incoming customer phone calls, emails, as well as afterhours voicemail messages daily.
• Respond to customer support cases on weekends during select peak periods.
• Coordinate with shipping department on timing of orders, order exceptions, and the fulfillment of replacement orders.
• Follow all Customer Service policies and procedures, assist in training temporary employees as necessary, and other duties as assigned.
• Assist other departments during downtime.

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