Customer Service Representative

Under the direction of the Customer Service Manager, the Customer Service Representative will provide customers with customer service that surpasses all expectations.

Essential Functions/Responsibilities

• Responsible for the processing of all customer orders and escalations in a timely and efficient manner. These may be processed by phone, email, web chat, fax, and mail.


• Responsible for helping process quotes when needed.


• Cross-sell, upsell and suggest products on all appropriate calls.


• Assist customers with requests such as status of orders, back orders, special instructions, package tracking, issuing credits, processing customer returns, and handling carrier issues.


• Customer Service Representative will have the ability to:
  
  
  
  • Organize and manage multiple priorities.
  
  
  • Offer best in class service to all customers.
  
  
  • Build new and maintain ongoing business relationships with customers.
  
  
  • Navigate multiple systems to process customer requests.
  
  
  • Review customer issues and take appropriate action to ensure timely resolution and satisfaction.
  
  
  
  


• Maintain customer account data as needed.


• Fulfill catalog and sample requests to ensure a positive customer experience.


• Communicate customer concerns, recurring issues, and potential sales opportunities to the appropriate departments (Sales, Logistics, People Support, or Marketing) to ensure timely resolution and continuous improvement.


• Maintain open and timely communication by responding promptly to emails and proactively sharing important updates or information with the team.


• Demonstrate empathy when assisting customers and work to provide effective, long-term solutions to their concerns


• Follow company policies, procedures, and standards in daily responsibilities.


• Consistently upholds a professional, courteous, and caring attitude to foster positive relationships and effective communication.


• Maintain performance in alignment with the company’s vision, mission, and values.


• Maintain organized workflow by completing tasks in order, supporting chat interactions, and handling calls as needed to provide consistent customer service.

Qualifications

• At least two years of customer service or call center experience preferred.


• High level of computer proficiency, including web-based platforms and Microsoft Office, with a proven ability to quickly learn and adapt to new systems.


• Commitment to company values.


• Strong teamwork and leadership skills.


• Must be able to be a strong problem solver, as well as resourceful.


• Must be results oriented.


• Strong written and verbal communication skills.


• Understanding of sales.


• Must be able to work overtime.

Work Conditions

• Overtime may be required, as necessary.


• Extensive use of a computer throughout the workday.

Benefits 

• Hybrid work environment


• No waiting period for health insurance (medical, dental, and vision).


• Life & Disability Insurance


• 401k with company match.


• Monthly paid incentive pay.


• Paid Time Off


• 12 paid volunteer hours per year.


• Free onsite gym.

 Essential Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is performed in an office environment and requires prolonged periods of sitting or standing at a desk and working on a computer. While performing the duties of the job, the employee is regularly required to sit, talk, and hear. The employee must be physically capable of operating a computer keyboard. Specific vision abilities required by this job include close vision. 

Supplemental Information

This description is based on management’s assessment of the requirements and functions of the job as of the date this description was prepared. It is a general guideline for managers and employees, but it does not purport to be a complete list of all the elements of the job. Management reserves the right to modify the description at any time or vary the duties and responsibilities of the job on a temporary or indefinite basis to meet production, scheduling, staffing, or customer needs.

Employment Overview

Bob Barker Company is an Equal Opportunity Employer committed to creating a welcoming environment for all team members. Bob Barker Company maintains Affirmative Action Plans for individuals with disabilities and protected veterans.

Bob Barker Company is a Fair Chance employer. We consider all candidates based on their skills and qualifications, and we assess past convictions individually based on their relevance to the job under consideration. Bob Barker Company follows the federal Fair Chance Act and will consider qualified applicants with arrest and conviction records in a manner consistent with applicable federal, state, and local law.

Bob Barker Company is a Drug-free workplace. Upon receipt of an offer of employment, a pre-employment drug screen is required.

Bob Barker Company participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.