Job Description: Customer Service Agent

About the Role

We are seeking two dedicated and detail-oriented Customer Service Agents to join our client. This position involves providing exceptional support to our members through various channels, managing orders, resolving technical issues, and contributing to overall customer satisfaction.

Key Responsibilities

Customer Service

- Respond to member inquiries and provide assistance via phone, email, or chat.

- Resolve member complaints, issues, and escalations promptly and professionally.

- Update member information and maintain accurate records in the CRM system.

- Collaborate with team members to ensure a seamless member experience.

- Efficiently address and close tickets as defined by the ticket queue, ensuring all tickets are resolved by EOD Friday.

Order Management

- Create and process orders, including sourcing products through Buy Desk Requests (BDRs).

- Support order approval processes.

- Monitor order transmission, addressing failed cXML calls or rejected orders.

- Manage order exceptions such as substitutions, cancellations, backorders, and out-of-stock items.

- Oversee fulfillment processes to ensure timely delivery or pickup of orders.

- Handle returns and refunds efficiently.

Technical Support

- Assist members with account updates and troubleshooting technical issues.

- Stay updated on product knowledge and company policies.

Call Monitoring and Quality Assurance

- Participate in call monitoring activities to ensure consistent service quality.

- Meet or exceed performance metrics, including:

- Ticket resolution count

- Missed call ratio

- Customer Satisfaction (CSAT) ratings

- Average resolution time

- First response time

Collaboration and Process Improvement

- Actively participate in team meetings, training sessions, and workshops.

- Provide constructive feedback and suggestions for process enhancements.

- Assist in onboarding and training new team members.

- Collaborate with other departments to address and resolve complex member issues.

- Analyze member feedback to identify trends and areas for improvement.

- Prepare performance reports and track key metrics.

- Set personal development goals and contribute to team objectives.

Training and Documentation

- Create and update documentation as required to support team operations.

- Support ad hoc documentation requests to ensure process transparency and consistency.

Qualifications

- Previous customer service experience, preferably in a membership-based organization.

- Excellent communication skills, both verbal and written.

- Strong problem-solving abilities and attention to detail.

- Proficiency in CRM software, order management systems, ticket management systems—specifically Freshdesk and Freshsales, Google Suite, and Microsoft Office Suite.

- Ability to multitask and work efficiently in a fast-paced environment.

- Patient and empathetic approach to customer interactions.

Work Schedule

- Monday - Friday, 8 hours/day. 9-hour shifts including a 1-hour break. Varying shifts ranging between 6am to 10pm Central Time.

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Join us in making a difference for our members by providing exceptional support and contributing to a positive team culture. If you’re passionate about helping others and thrive in a collaborative environment, we’d love to hear from you!

Borderless Global Outsourcing Services remote jobs

Customer Service Agent