Job Details
University Frames is dedicated to providing the best diploma frame product in the country! Our growing business is looking for a skilled problem solver to join our team as a Customer Service Representative (CSR). University Frames is calling for CSR, who is overall supporting our company via phone, typed-chat, and email. Through problem identification, troubleshooting, and resolution, CSR is required to provide innovative and exceptional customer handling following University Frames Guidelines. As a key member of the customer service team, CSR is expected to maintain University Frame's culture of excellence and commitment to quality in every aspect of their work.
Shift hours M-F but may vary to fit in the customer service department's open hours.
Respond to customer inquiries and provide first contact resolution of customer issues via phone, typed-chat, and email.
Deliver timely and accurate responses to customer questions and requests.
Take personal ownership of customer requests and maintain accountability for follow-through.
Perform account maintenance, data entry, and order processing functions.
Provide exceptional customer experience as measured through customer surveys.
Provide proactive customer communications via phone, typed-chat, or email when necessary.
Display a professional, positive, and enthusiastic demeanor to employees and customers.
Maintain security and confidentiality of University Frame's internal information and customer/account information.
Escalate or refer issues beyond the scope of basic training and duties.
Demonstrate a thorough understanding of departmental policies and procedures.
Support University Frame's account, payment, and technical related issues.
Other duties as assigned.
Requirements:
- Team player with a positive attitude
- Available to work days, and weekends
- Comfort with using telephony related hardware and software
- Skilled with Microsoft Office
- Excellent attention to detail
Pluses:
Previous call center or direct customer-facing experience
Online market experience (Amazon, Walmart, etc.)
Knowledge of QuickBooks software
Adobe or any graphics background
Job Duties:
- Answer incoming customer inquiries
- Collaborate with management teams to stay updated on new products, services, and policies
- Record customer information within our customer service database
- Engage with clients in a friendly and professional manner while actively listening to their concerns
- Offer support and solutions to customers in accordance with the company's customer service policies
- Other duties as requested
Communication method(s) used:
Work Remotely
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