Customer Service Representative

Job Title: Customer Service Representative

Location: San Antonio, TX
Department: Customer Service
Reports To: Customer Service Manager

Position Overview:

We are seeking a dedicated and enthusiastic Customer Service Representative to join our dynamic team. In this role, you will be the first point of contact for customers, providing exceptional service by resolving inquiries, handling complaints, and offering information about products and services. You will play a key role in maintaining positive customer relationships and ensuring customer satisfaction.

Key Responsibilities:

• Respond to customer inquiries via phone, email, chat, or in person in a timely and professional manner.
• Assist customers with order-related issues, product information, service inquiries, and other concerns.
• Resolve customer complaints by identifying the problem, offering suitable solutions, and following up to ensure satisfaction.
• Maintain a thorough knowledge of company products, services, and policies to provide accurate information.
• Process customer orders, returns, and exchanges, ensuring all transactions are accurately documented.
• Record customer interactions and maintain detailed logs in the CRM system.
• Follow up with customers to ensure their issues have been resolved and gather feedback on their experience.
• Achieve and exceed performance metrics, including response time, customer satisfaction, and issue resolution rates.
• Escalate complex or unresolved issues to the appropriate team or management.

Qualifications:

• High school diploma or equivalent; college degree preferred.
• Strong communication skills, both verbal and written.
• Excellent problem-solving skills with the ability to remain calm under pressure.
• Ability to handle multiple tasks simultaneously and stay organized.
• Proficiency in using customer service software, CRM systems, and Microsoft Office Suite.
• Friendly, empathetic, and professional demeanor.
• Ability to work independently and as part of a team.