As the Customer Service Rep you would answer customer service calls, and correspondences, including letters, internet e-mails, chat, and/or social media comments. Field customer questions, resolve standard customer complaints, document information in the customer tracking system and ensure effective communication at all levels. Monitor Facebook, Twitter, Instagram, TikTok and respond to customer comments/questions.

Responsibilities

Respond accurately, promptly and effectively to all forms of customer communication, including phones, letters, Internet e-mails, chat, social media referrals.
Resolve difficult and sensitive customer issues in an objective and timely manner, using problem solving and negotiation skills.
Communicate with District Managers, Store Managers and Home Office personnel to resolve customer problems and answer questions. Escalate serious issues to protect the company/brand.
Document customers and store information in customer tracking system. Code correctly and provide continuous updates until the issue is resolved and ready to close.
Promote a positive Company image in support of Customer Service objectives and mission statement.
Make sound judgment calls that align with the brand, escalation and customer service policies for social media customer related issues by following social media moderation guidelines.
Multitask in a fast-paced environment and moderate a high volume of inbound/outbound content to provide good customer service follow up and follow through
Special projects/duties as assigned

Qualifications:

Customer Service experience
Highly organized and detail oriented
Proven Conflict Management Skills
Strong Analytical and Problem Solving Skills
Good Listening Skills
Prioritizing skills and effective time management
Ability to multi-task
Excellent Verbal and Written Communication Skills
PC knowledge including email knowledge; Word and Excel preferred
Typing Skills
Social Media Moderation Experience Preferred
Ability to Separate Emotion and respond objectively
Works well in a team environment