Job Title: Customer Service Representative - Junior Contract Duration: 3 months, possible extension Location: Framingham, MA Work Arrangement: Remote Candidates must be authorized to work in the U.S. on a permanent basis without current or future employer sponsorship.
Summary
Answer toll free customer service calls and correspondences. Field customer questions, resolve standard customer complaints, document information in the customer tracking system and ensure effective communication at all levels.
Responsibilities
Respond accurately, promptly and effectively to all forms of customer communication.
Resolve difficult and sensitive customer issues in an objective and timely manner, using problem solving and negotiation skills.
Communicate with District Managers, Store Managers and Home Office personnel to resolve customer problems and answer questions. Escalate serious issues to protect the company/brand.
Document customers and store information in customer tracking system. Code correctly and provide continuous updates until the issue is resolved and ready to close.
Promote a positive Company image in support of Customer Service objectives and mission statement.
Make sound judgment calls that align with the brand, escalation and customer service policies for social media customer related issues by following social media moderation guidelines.
Multitask in a fast-paced environment and moderate a high volume of inbound/outbound content to provide good customer service follow up and follow through
Special projects/duties as assigned
Required Skills
Proven Conflict Management Skills
Strong Analytical and Problem Solving Skills
Good Listening Skills
Organizational Skills
Prioritizing skills and effective time management
Flexibility
Ability to multi-task
Excellent Verbal and Written Communication Skills
PC knowledge including email knowledge; Word and Excel preferred
Typing Skills
Social Media Moderation Experience Preferred
Ability to Separate Emotion and respond objectively
Works well in a team environment
A min requirement for WIFI speed-high speed connection
Need quiet workspace, free of background noise, and good for video meetings/chats
Need quiet workspace, free of background noise, and good for video meetings/chats
#LI-SM1
Numbers & Facts
Location
Framingham, MA
Skills
Analysis Skillsunmatched
Communication Skillsunmatched
Conflict Resolutionunmatched
Customer Escalationsunmatched
Customer Support/Serviceunmatched
Establish Prioritiesunmatched
Follow Throughunmatched
Microsoft Excelunmatched
Microsoft Wordunmatched
Multitaskingunmatched
Negotiation Skillsunmatched
Organizational Skillsunmatched
Presentation/Verbal Skillsunmatched
Problem Solving Skillsunmatched
Resolve Customer Issuesunmatched
Retail Managementunmatched
Social Mediaunmatched
Team Playerunmatched
Time Managementunmatched
Typingunmatched
Wi-Fiunmatched
Writing Skillsunmatched
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