Customer Service Agent Job in Roswell 30076, Georgia US
Position Summary
This person will maximize customer satisfaction and sales.
You will act on all leads promptly to ensure that sales are maximized. In the customer service area, you will handle issues promptly, courteously, and thoroughly to ensure customer satisfaction.
What does success sound like?
“Jane is the fantastic! She is always willing to help out with a difficult customer situation or with a large sales opportunity. She never hesitates to roll up her sleeves and help the team out. Plus she is a great resource to turn to as she really knows our systems and processes well.” – Operations Team Member
“Wow, John has the best attitude – whenever I ask him to help me with an issue he is always open, eager, and gets it done quickly and gets back to me. He comes to me with cross department issues and we work them out. Sharp and a good guy.” – Accounting Team Member
“Although there was an issue with my order, Jane listened to me about my issue, apologized, came up with a creative solution, and solved my problem. What started off as a bad experience with your company turned into a big positive. I’m impressed. You definitely care about your customer.” – Happy Customer
Performance Objectives
Maximize profit and improve service by handling daily sales inquiries over email and the phone. Prioritize those inquiries that are potentially more profitable. Constantly work to improve sales technique and grow product knowledge.
Maximize customer satisfaction by handling daily customer service inquiries over email and the phone quickly, pleasantly and to the customer’s satisfaction. Prioritize those inquiries by urgency. Keep the customer up-to-date on the progress of their issue in a timely manner and keep any commitments we make to the customer.
Work closely with our sales and service staff to ensure our phones are covered at all times during normal business hours. Communicate with backup resources as necessary to ensure they login when needed.
Approve orders on an accurate and timely basis to ensure orders ship quickly and accurately.
Fraud verify orders in a timely and accurate manner. Ensure that we balance the needs to protect ourselves from fraud with the need to approve customer orders quickly and without too much burden on the customer.
Listen to customer feedback regarding issues or potential improvements to our website, products, or other areas and communicate to other departments such as Merchandising or Website as appropriate.
Keep an eye out for procedural or technical problems that are resulting in worse service, lost sales, or other problems. Raise issues and recommend improvements to Operations Manager.
Take on any other responsibilities required as we are a small company with dedicated employees who wear many hats and pitch in anywhere that help is needed.
*Please put the word Green at the top of your cover letter