Senior Customer Service Representative

About Us :

AJ Madison is a leading appliance retailer, renowned for our extensive selection and exceptional customer service. We are currently seeking dedicated and enthusiastic Customer Service Representatives to join our team.

If you thrive in a dynamic and challenging environment and are passionate about delivering top-notch customer service, we want to hear from you!

Job Description :

The Customer Service Representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs.

This role involves performing call center duties, including answering customer calls and online chats, processing orders, and providing accurate information about order statuses and product inquiries.

You will be a crucial part of our customer service department, working collaboratively with team members to ensure customer satisfaction and loyalty.

Key Responsibilities :

• Answer customer calls and online chats.
• Deliver exceptional customer service to build customer satisfaction and loyalty.
• Provide timely and accurate information regarding customer order status and product knowledge requests.
• Process customer orders, changes, and returns according to established department policies and procedures.
• Work closely with cross-functional departments to resolve disputed credit items.
• Provide timely feedback to the company regarding service failures or customer concerns.
• Partner with product and sales teams to meet and exceed customer service expectations.
• Utilize all resources and tools to troubleshoot and diagnose customer issues.
• Identify and escalate priority issues.
• Follow up on customer calls where necessary.
• Document all call information according to standard operating procedures.

Qualifications :

• Superb written and verbal communication skills.
• Excellent email demeanor with a clear, inviting, and professional tone.
• Proficiency in Microsoft Office programs and platforms; comfortable navigating multiple systems and different internet browsers.
• Excellent time management skills.
• Ability to prioritize tasks efficiently without direction.
• Strong passion for eCommerce and an interest in learning about our business and products.
• Detail-oriented and customer service-centric.
• Thrive in a fast-paced, high-energy environment, and can cope with the industry's ever-changing pace.
• 3-4 years of experience in a customer service or similar role preferred, contact / office environment experience is a plus but not compulsory.

What We Offer :

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A supportive and collaborative team environment.
• An exciting and dynamic workplace with a strong focus on employee satisfaction.

If you are positive, energetic, and driven to succeed in a rewarding environment, and meet the qualifications listed above, we encourage you to apply for this exciting opportunity at AJ Madison.

Join us in delivering outstanding service and become a part of our dedicated customer service team!