The Coats Company is a dynamic and customer focused organization dedicated to delivering exceptional service. We are currently seeking a motivated and enthusiastic individual to join our team as a Customer Service Agent. This is a full-time position.
As a
Hybrid-Customer Service Agent, you will be the first point of contact for our valued customers. Your primary responsibility will be to provide outstanding assistance, address inquiries in a timely manner, and resolve issues to ensure a positive customer experience. This role involves effective communication skills, problem solving skills and a commitment to maintaining high customer satisfaction.
Key Responsibilities:- Maintain high customer service standards to attract and retain customers
- Handle customer inquiries via phone, email and chat
- Respond to all inquiries, issues, and complaints in a timely manner
- Manage high inbound and outbound call volumes in a timely manner
- Utilize case management tools to track, document and manage customer cases
- Receive and process domestic and export orders from customers and distributors
- Distribute literature on company products as requested
- Advise customers of order status or dispatch work orders
- Dispatch service technicians to repair equipment as needed
- Resolve customer issues and needs in a professional manner
- Process shortages, damages, or product service needs
- Document and update customer records
- Provide quotes as needed
- Invoice and process payments including credits and debits as required
- Must be able to back up team members and keep a positive, supportive attitude towards the company, job, customers, and co-workers
- Consistently meet or exceed company expectations for productivity and accuracy levels
- Other duties as assigned
Qualifications:- High school diploma or GED equivalent required; relevant college courses and/or degree preferred
- Minimum 2 years customer service; 3-5 years preferred
- Contact Center experience preferred
- CRM system experience preferred
- Outstanding customer service and people skills
- Demonstrated excellent oral and written communication skills
- Exceptional organization and time management skills
- Ability to effectively prioritize work and handle multiple projects
- Experience navigating multiple computer screens and programs while interacting with customers
- High level of integrity and professionalism
- Proficient PC skills; experience with Window-based computer applications
- Excellent analytical skills
- Team oriented
- Must be able to work assigned 2 days onsite in office and 3 days remote