We are seeking a highly motivated and personable Customer Service Representative to join our team. As a remote Customer Service Rep, you will be responsible for addressing customer inquiries, resolving issues, and providing exceptional support through various communication channels including phone, email, and chat. Your primary role will be to ensure customer satisfaction by delivering timely, accurate, and helpful information while maintaining a positive, professional attitude.Key ResponsibilitiesRespond to customer inquiries: Handle customer questions, complaints, and requests promptly through phone, email, and live chat.Resolve issues efficiently: Troubleshoot and resolve customer concerns by coordinating with other departments if needed.Maintain customer records: Accurately document interactions, solutions, and follow-up activities in the company's CRM system.Provide product/service information: Deliver detailed information on company products or services, helping customers make informed decisions.Process orders and returns: Assist customers with placing orders, returns, or exchanges in line with company policies.Follow up on unresolved issues: Ensure that unresolved issues are escalated and addressed promptly.Ensure customer satisfaction: Exceed customer expectations by providing excellent service and fostering long-term loyalty.Meet performance goals: Achieve individual and team KPIs related to response times, customer satisfaction ratings, and issue resolution times.Collaborate with teams: Work closely with other departments, such as sales, shipping, and technical support, to enhance the customer experience.Skills, Knowledge and ExpertiseHigh school diploma or equivalent; a degree in a related field is a plus.Strong communication skills, both written and verbal.Proven experience in a customer service role.Ability to handle multiple tasks and work under pressure.Proficiency in using customer service software (CRM systems).Ability to work independently in a remote setting with minimal supervision.Empathy, patience, and a positive attitude in dealing with customer issues.BenefitsMedical InsuranceThe coverage begins for the employee the on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependentsCost to the employee to participate in the plan varies by the coverage selection and the number of dependents; and may be subject to collective bargaining agreementThe employee may also elect to opt out of the County's medical insurance if proof of coverage is providedUnder this arrangement, the employee is provided with an annual opt out payment.Vision and PrescriptionThe coverage begins for the employee on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependentsContributions may vary, subject to collective bargaining agreement.Dental CoverageThe coverage begins for the employee on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependentsContributions may vary, subject to collective bargaining agreement.
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Role Overview
As a Customer Service Representative at Onlineriver, you will engage with customers through phone, email, and chat to address inquiries and resolve issues efficiently. This is a junior role that requires a proactive attitude and strong communication skills, contributing significantly to customer satisfaction and loyalty by providing timely and accurate support.
Perks & Benefits
Employees benefit from comprehensive medical, vision, and dental insurance after the first full 30 days of employment, with coverage extending to eligible dependents. The remote work setup allows for flexibility, and the company culture emphasizes collaboration with other departments to enhance the customer experience, fostering a supportive environment for career growth.
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