Customer Service Representative 2

• Job Number: JO-1905-3773
• Location: Remote
• Employee Group: Regular
• Shift: Day
• Travel: 0%

Customer Service Representative II

Job Responsibilities:

• Acting as brand ambassador for specific brand(s).
• Assisting customers in resolving escalated or highly complicated issues.
• Using higher level of empowerment to resolve promotional, credit, returns, and shipping issues that escalate past Tier 1 level.
• Making sound business decisions and resolving escalated customer issues in a professional manner.
• Tracking, reporting and making suggestions regarding current policies and procedures impact on customer experience.
• Providing exceptional service by assisting customers via phone, email, chat, text and social.
• Processing requests in customer service, escalation, and other queues correctly and efficiently.
• Managing projects with minimal supervision.
• Following up on status of issues forwarded to other Radial personnel to ensure that client’s/customer’s concerns are addressed promptly.
• Assisting with floor support and answering Tier I Representatives questions via the Helpdesk line or one on one.
• Maintaining a high level of brand knowledge on product, policies, procedures, and promotions.

Requirements:

• Six months customer service or sales experience preferably in call a center or retail environment

• Basic proficiency with the Microsoft Office suite including email software (Outlook) and other computer software as required.
• Ability to read and interpret documents such as procedure manuals, work instructions, software manuals. Ability to write routine reports/notes and correspondence. Ability to speak and communicate well with customers.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations
• Ability to effectively communication both written and orally to customers.
• Basic project management skills – Ability to work closely with clients and peers to continually understand and anticipate their needs
• Excellent computer skills and strong typing abilities (at least 30 words per minute), must have a high degree of accuracy in both spelling and grammar.
• Problem solving, business analysis and quantitative skills. Candidates must be capable of conducting proactive measures in seeking solutions to client and/or business problems.
• Above-average phone manner, email experience, follow-up skills, organizational skills, lucid writing skills, and superior conflict resolution and interpersonal skills
• Ability to solve problems to improves customer’s satisfaction
• Exceptional performance in current and previous positions
• Adherence average above 90%
• Excellent phone etiquette, email skills, organization, attention to detail and follow-up skills

• Customer Service experience, preferably in a high-volume call center in the sporting goods, high-end luxury, or general merchandise markets.
• Experience with database/Internet research
• Considerable knowledge of partner’s policies and procedures. Must be proficient on multiple order management systems. Strong ability to de-escalate and resolve customer service issues.
• Exceptional knowledge and ability to use Microsoft Office software (Word, PowerPoint, Excel, and Project), email software (Outlook) and other computer software as required.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
• Ability to deal with problems involving several concrete variables in standardized situations.
• Superior communication skills written and oral.
• Basic project management skills – Ability to work closely with clients and peers to continually understand and anticipate their needs
• Excellent computer skills and strong typing abilities, at least 30 wpm with a high degree of accuracy in both spelling and grammar.
• Above-average phone manner, email experience, follow-up skills, organizational skills, lucid writing skills, and superior conflict resolution and interpersonal skills.
• Problem solving, business analysis and quantitative skills. Candidates must be capable of conducting proactive measures in seeking solutions to client and/or business problems.
  The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job

Qualifications|Education

• Demonstrated expertise in a related industry
• Impeccable Quality
• Excellent phone etiquette, email skills, organization, and follow-up
• Advanced computer skills and the ability to learn new systems quickly
• Flexibility to work a non-traditional schedule on a year-round basis including overtime
• General Education or equivalent