Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVE

PURPOSE

To provide expert consultation and personal customer support to a group of key customers as representatives of their specific brand.

To interact directly, professionally, and positively with our customers and their representatives through phone, email, and chat communications to ensure customer and client satisfaction.

The CSR represents our client and interfaces with customers in a high-volume call center environment through phone, email, and chat.

This role will develop and maintain positive customer relations by providing friendly, expedient, and accurate product / service information and technical support and service throughout each customer transaction.

The CSR coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Portrays a positive company image on behalf of the client brands and engages in professional and friendly communications with customers, vendors, distribution partners, team members, and others.
• Acquires and maintains knowledge of the full client product / service offering and their customer service systems and protocols.
• Accurately enters / updates / maintains information in various data and order entry systems to include NetSuite, 8x8, ZenDesk, and others in accordance with clients’ specifications.
• Actively listens to customer needs and inquiries to determine appropriate service actions and makes appropriate recommendations.
• Maintains customer satisfaction by providing accurate and timely technical product & service support through telephone, email, fax, and chat communications.
• Resolves service and support issues with empathy and professionalism.
• De-escalates customer complaints and develops solutions to solve customer issues.
• Maintains positive attitude and is cooperative, self-motivated, courtesy, and professional.

REQUIRED KNOWLEDGE / SKILLS / ABILITIES

• Excellent verbal and written communication skills.
• Excellent verbal and written communication skills.
• Familiar with Microsoft Office application (Word, Excel, Outlook).
• Problem-solving skills.
• Detail oriented.
• Organizational skills.
• Time Management.

QUALIFICATIONS :

• Minimum of 1 year relevant experience.
• High school diploma or equivalent.

WHAT WE COMMIT TO YOU :

• Competitive Base Salary
• Healthcare, Dental, Vision
• Paid Vacation, Paid Holidays, 401K
• Consistent M-F Schedule
• Upward Mobility (we only promote from within!)
• Great office space with an awesome company culture

WHO WE ARE :

Unishippers has a strategic partnership with UPS for light package, domestic and international shipping to penetrate the small to medium size business sector.

As UPS's largest business partner in North America our sales teams do what they do best, which is providing solutions to a C-Level executive while letting UPS do what they do best, deliver more packages on time than anyone else.

In addition to our relationship with UPS, Unishippers has alliances with over 65 LTL, Domestic Air Freight, and International Air Freight carriers.

Unishippers provides tailored services and individualized shipping solutions to fit the need of any small to medium sized business customers.