Customer Service Representative

Job Description

• Deliver excellent customer service and professionalism to all customers via telephone, email, and web-based support
• Answer or initiate calls to customers to understand and address inquiries, concerns, or issues related to products or services
• Respond promptly and accurately, offering clear solutions while ensuring customers feel supported and valued
• Handle and resolve customer questions and concerns within established guidelines
• Manage both inbound and outbound customer calls
• Practice active listening, confirming and clarifying information as needed, while de-escalating challenging situations
• Build rapport with customers and foster strong working relationships with team members based on trust and reliability
• Use job-related systems, databases, scripts, and tools effectively to address a wide range of customer topics
• Meet or exceed performance and service metrics while maintaining high-quality, consistent customer interactions
• Assess customer needs and recommend appropriate products or services that align with those needs
• Participate in training and professional development opportunities to enhance knowledge of products, services, and processes
• Maintain a positive attitude and contribute to a collaborative, team-oriented environment
• Perform additional duties as assigned by management

Knowledge, Skills, and Competencies

• 2+ years of experience in a high-volume customer service environment, preferably within a call center
• High school diploma or GED equivalent
• Ability to identify and implement solutions to a variety of customer concerns
• Capable of working in a fast-paced environment, meeting deadlines, and performing under pressure
• Strong organizational and record-keeping abilities
• Effective verbal and written communication skills when interacting with customers and colleagues
• Basic proficiency in Microsoft Outlook, Word, and Excel
• Strong problem-solving skills
• Excellent data entry accuracy and speed

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.