Customer Service Representative

General Summary

The Customer Service Representative is responsible for providing support for the brands, products and programs within UFP Retail Solutions. They interact with customers through various communication methods to assist with pre-purchase, in-purchase, and post-purchase inquiries. In addition, they are expected to provide a high level and consistent customer experience to new and existing customers. This individual works under general supervision but a certain degree of creativity and latitude is required. They will rely on pre-established guidelines to perform the functions of the job.

Principal Duties and Responsibilities

• Maintains a positive, empathetic, and professional attitude toward customers at all times
• Responds promptly to customer inquiries
• Communicates with customers through various channels
• Respond to a high volume of incoming calls
• Acknowledges and resolves customer complaints
• Knows our brands, products and systems well to answer questions quickly and efficiently
• Processes orders, forms, applications, and requests
• Keeps records of customer interactions, transactions, comments, and complaints through CRM platform
• Communicates and coordinates with colleagues as necessary
• Provides feedback on the efficiency of the customer service process
• Ensures customer satisfaction and provide professional customer support
• Attends various product trainings, as needed
• Prepares various reports and correspondence as required
• Time-management and organizations skills
• Performs other duties as required

Job Specifications

Knowledge Required

• Minimum of high school graduate
• 1-3 years of experience in customer service or related field is preferred
• Working knowledge and proficiency in the use of computer and business-related software, including CRM platforms and Microsoft applications (Excel, Word, Teams, and Outlook)
• Working knowledge of various office equipment (computer terminal, scanner, etc)

Skills and abilities

• Proficiency in the use of the English language in reading, writing and speaking
• Proficiency in the use of business math
• Ability to successfully communicate with all organizational levels
• Ability to communicate clearly via phone and email with co-workers and management
• Ability to organize and prioritize workload and manage time
• Ability to work hours mandated by management
• Ability to pass a drug test

Conduct

• Highly motivated and enthusiastic
• Good communication and interpersonal skills
• Strong organization skills and detail oriented
• Be a team player and support the Company's goals
• Conducts in a professional manner