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Customer Service Representative

Company: Filters Fast
Location: Charlotte
Posted on: November 22, 2021

Job Description:

This is a full time permanent remote position. Job Summary: This position is responsible for fostering and maintaining positive relationships with valued FiltersFast.com customers (and 3rd party call center team members and FiltersFast Team members). To meet and exceed the needs and expectations of our customers through continued support and personalized service. To provide resolution to any situation brought forth from a Filters Fast customer or call center partner.Experience Required: - 3 years+ experience in customer service/call center role - 1 year+ experience working in remote environmentQualities and Skills Required: - Exceptional customer service skills - Exceptional desire to provide customer service - Self-drive, focus and ability to cross the finish line - Strong written and verbal communication skills - Strong organizational and time management skills - Ability to work independently and within a team setting - Ability to work under pressure - Strong problem-solving skills - Dependable and punctual - Strong attention to detail while delivering accurate resultsEssential Job Results: Ensures effective, timely and complete customer support and full resolutions of all customer issues by: - Answering phone calls, emails, SMS, chats, 3rd party requests, and social media requests from customers and agents while displaying a courteous and professional manner. - Offering options and solutions toward effective solutions. - Responding to all internal and 3rd party requests promptly and professionally. - Providing one contact resolution, regardless of the medium to all possible customer interactions. - Proactively offering to follow-up with customers when one call resolution is not possible, or when warranted by situation, or is requested by the customer. - Always displaying a proactive and empathetic approach to all interactions, including internal and external communications (i.e. customers, 3rd party requests and call center staff, FiltersFast team member requests, etc).Foster and Maintain the FiltersFast Reputation by: - Responding promptly and professionally with empathy to customer issues, concerns and complaints. - Providing options and solutions to rectify issues for the customer. - Escalating issues, concerns and complaints to the team lead or manager whenever necessary. - Being an advocate for the customer when needed by understanding the issue or concern from the customer's point of view and pursuing the appropriate solutions. - Proactively contacting the customer, whenever needed, as well as to thanking our customers for their business to show our appreciation. - Maintaining a minimum Quality Assurance survey score of 95%.Continuously seek to gain product and systems knowledge to accurately advise customers by: - Routinely and independently seeking product and process knowledge thru our website, the provided tutorials and online. - Mimicking the customer's experience when assisting the customer to understand the questions and concerns they are having. - Utilizing vendor websites and product data sheets to gain further knowledge.Improve the customer's experience, our effectiveness, and the team's efficiency and accuracy by: - Working with team members to review issues and obtain different viewpoints of these issues for possible resolutions. - Thinking outside the box when approaching items and issues that occur, looking for other possible solutions and improvements - Communicating any suggestions to the team lead or manager, or other department leaders, regarding customer experience improvements, and improvements to efficiency, accuracy, processes, website improvements, etc.Completing all daily tasks assigned by supervisor by: - Utilizing effective time management. - Multitasking within the bounds of accuracy. - Assisting team members when needed and working as a team member, as part of a team, working toward the goal of exceptional customer experience.Mental Tasks Related to Essential Job Results: - Multitasking - Accuracy - Memory - Mathematics - Reading (Comprehension) - Highest quality of written and oral communication - JudgementPhysical Demands/Special Work Environment Notes: - Ability to work at a computer for complete shift - Extensive typing and use of computer screens - Ability to take phone calls for complete shiftJob Type: Full-timePay: $15.00 - $17.00 per hourBenefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee discount
  • Flexible schedule
  • Health insurance
  • Life insurance
  • Paid time off
  • Paid training
  • Profit sharing
  • Tuition reimbursement
  • Vision insurance
  • Work from homeSchedule:
    • 8 hour shift
    • Day shift
    • Monday to Friday
    • No nightsSupplemental Pay:
      • Bonus payCOVID-19 considerations:Although this is a remote position, we have measures in place for our distribution center employees who work on site.Application Question(s):
        • How many years of working in a remote environment (work from home) do you have?Education:
          • Associate (Preferred)Experience:
            • Customer service: 1 year (Required)Language:
              • Spanish (Preferred)Work Location:
                • One locationWork Remotely:
                  • YesWork Location: One location

Keywords: Filters Fast, Charlotte , Customer Service Representative, Sales , Charlotte, North Carolina

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