Customer Service Representative

Company: Newegg
Location: Indianapolis
Posted on: January 17, 2022

Job Description:

Purpose of Job

Our growing business is looking for a skilled problem solver to join our team as a Customer Service Representative. The Customer Service Representative is the first point of contact for customers and is responsible for resolving issues and requests reported in a timely and professional manner. We are looking for enthusiastic individuals who can listen to customer service issues and then offer a unique and innovative solution to each problem. The successful candidate for the role will have a strong command of the company's customer service policies, and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers.

Job Description

• Answers incoming customer calls over the phone and/or via email and social media regarding billing issues, product problems, service questions, and general client concerns.
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every customer.
• Assist with placement of orders, refunds, or exchanges/adjustments.
• Update customer information in the customer service database during and after each contact.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.
• Contribute to team effort by accomplishing by impacting the company's bottom line by problem-solving and turning frustrated clients into repeat customers.
• The position responsibilities outlined above are in no way to be construed as all-encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.
  
  Job Requirements
  
  • High School diploma or GED required; Any college is a plus.
  • Must be 18 years of age or older.
  • 6 months -- 1 year of customer service experience.
  • Schedule will include weekends and holidays. Peak season overtime will be required.
  • Ability to remain professional and courteous with customers at all times.
  • Strong verbal and written communication skills.
  • Must have strong computer skills, including but not limited to MS Word and Outlook.
  • Good listening skills.
  • Ability to form partnership with department and gain intimate knowledge of department operations.
  • Detail-oriented, and self-motivated with desire to continuously improve operations.
  • Exhibit strong business curiosity and must be willing to explore details to challenge the status quo.
  • Ability to work both independently and with a team in a collaborative work environment.
  • Ability to treat all information confidentially.
  • Typing skills and strong multi-tasking skills
  • Adaptable and proactively able to move with change while maintaining a positive attitude.
    
    Essential Mental & Physical Function
    
    Decisions have major implications on the management and operations of an area within a department. The job may contribute to important strategy, operational, and business decisions that affect the department. This position establishes procedures for attaining specific goals
    
    Physical Functions: Sitting is required 90% of the time. Walking and standing required 5% of the time respectively. No heavy lifting is required. Constant working on a computer.
    
    Supervisor Responsibilities
    
    • This position does not supervise any other employees
      
      Language Skills
      
      • Language Skills - Must be able to speak, read, write and comprehend English.
        
        Work Environment
        
        This is a work-at-home position.
        
        Bandwidth Requirement:
        
        Ability to maintain the required internet speed of at least 25 Mbps (download) and 5 Mbps (upload) to support voice traffic, HTTPS web traffic, VPN traffic using a hard-wire Ethernet internet connection ( WIFI is not recommended ). The following link can be used to test home network speed: https://www.megapath.com/speedtestplus/
        
        A smartphone that can install soft tokens for multi-factor authentication
        
        Travel Requirements
        
        This position does not require any travel

Keywords: Newegg, Indianapolis , Customer Service Representative, Sales , Indianapolis, Indiana