Customer Service Representative

The Customer Service Representative serves as the first point of contact for our valued customers, providing exceptional support to address inquiries, resolve issues, and ensure a positive experience. Responsible for handling a variety of customer interactions through multiple channels, including phone, email, chat, and in-person. This role requires strong communication skills, empathy, and a dedication to delivering solutions that meet or exceed customer expectations.

Duties and Responsibilities

• Handle incoming account/consumer calls, chats, and emails using Gorgias, exceeding customers’ expectations on each interaction.
• Responsible for explaining the features and benefits of VESSEL’s past and current product lines.
• Work with Returns/Warranty Specialists to make decisions regarding warranty and non-warranty issues.
• Service overflow new sales order requests from accounts, using Sales skills to cross-sell/up-sell.
• Troubleshoot account and consumer problems as well as FedEx, DHL, and USPS tracking/follow-up as necessary.
• Stay aware of industry current events and trends.
• Demonstrate use of good customer service skills to provide excellent customer service with every interaction.
• Utilize efficiencies in multi-tasking to operate simultaneously in Gorgias, Gmail, and Business Central
• Work with the warehouse team to troubleshoot shipping and repair issues.
• Be ready and willing to take on special projects and training as assigned, and to complete those projects with thoroughness and accuracy.

Requirements:

• 1 year of Customer Service experience
• High school diploma
• Available to work in person at least 4x per week
• Schedule: Monday-Friday 8 am-4:30 pm
• Strong verbal and written communication skills to interact clearly with customers, vendors, and other employees
• Organization skills to keep accurate records and find important information quickly and efficiently
• Time management skills to prioritize and complete a wide variety of tasks throughout the day
• Patience and empathy to respond appropriately and interact positively with upset customers
• Interpersonal skills to create a pleasant experience for all customers, such as being personable and attentive