Customer Support & Operations Associate

Job Description

Job Description

Description:

We are looking for a qualified customer service representative (CSR) to join our team. You will provide support to our business development representatives and respond to customer and prospect queries. The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary.

Our ideal candidate is an experienced professional with knowledge of sales and customer service best practices. You should also be able to interpret sales metrics and be goal-oriented. We expect you to perform well in a team environment and have exceptional people skills.

Ultimately, you should be able to contribute to creating and maintaining good customer relationships and ensuring smooth sales team operations. This position does not involve cold calling but does involve communication with warm leads. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities

• Manage large amounts of incoming phone calls
• Generate sales leads
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive
• communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits;
• follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Aid with mail room operations such as packaging, shipping and receiving mail
• Assist with walk in fingerprinting servicing clients
• and other duties as assigned.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

• Proven work experience as a customer service rep or sales support associate
• Proficiency with MS Office Suite, particularly MS Excel
• In-depth understanding of sales principles and customer service practices
• Excellent communication skills
• Analytical and multitasking skills
• Teamwork and motivational skills