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Role Description

We are seeking a Customer Service Representative with excellent communication skills, a strong customer service mindset, and the ability to handle inquiries, order processing, and escalations. This role requires critical thinking, problem-solving skills, and attention to detail to assist customers across multiple channels, including voice, email, voicemail, social media, and e-fax.

Key Responsibilities

• Customer Service – Voice Support
  • Assist customers with basic product questions, order processes, shipping details, and website guidance.
  • Provide updates on existing orders, assist with creating customer accounts, and help place standard orders.
  • Handle escalated customer concerns and ensure satisfactory resolutions.
• Customer Service – Non-Voice Support
  • Manage communication via voicemail, e-fax, email, Bazaar reports, and social media escalations.
  • Respond promptly and professionally to customer inquiries and complaints.
  • Ensure accurate documentation of interactions and resolutions.
• Customer Account Management
  • Assist in managing Reseller Accounts by setting up new accounts in M3.
  • Support UPS Claims by researching lost packages, initiating traces, and assisting with claims processing.
• Outbound Lead Generation
  • Identify new potential customers to expand brand presence.
  • Conduct internet research, outbound calls, and email outreach to generate leads.

Qualifications

• Fluent, conversational, and natural English proficiency.
• 1+ year of contact center and/or customer service experience, including handling escalated cases and upselling.
• Excellent verbal & written communication skills with a professional and empathetic demeanor.
• Strong attention to detail, critical thinking, and problem-solving skills.
• Typing speed of 20+ WPM.
• Ability to work independently and manage time effectively.
• Reliable and punctual.

Benefits

• Work in a dynamic and supportive environment.
• Opportunity for career advancement.
• Hands-on training and professional development.
• Competitive hourly pay and benefits.