Customer Service Representative

Reports To:

Customer Service Manager

Classification:

Full-time/Non-exempt

Location:

Danville, VA/Remote

Supervises:

N/A

Position Summary:

The Customer Service Representative acts as a liaison providing product and service information, resolving any emerging problems with accuracy and efficiency, and supporting any administrative needs.

Key Responsibilities:

  • Maintain a thorough understanding of designated accounts and product sold.
  • Support a large number of incoming calls and/or emails.
  • Always maintain a positive attitude and empathetic approach to the customer.
  • Identify and assess customer needs to achieve satisfaction.
  • Provide accurate and complete information leveraging available tools and personnel.
  • Process transactions, including sales orders, returns, exchanges, and cancellations using internal ERP software.
  • Resolve product or service problems by determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Escalate queries or concerns to the appropriate department or person following outlined guidelines.
  • Document all inquiries, requests, resolutions, and follow up tasks.
  • Meet personal and team service targets and measures.
  • Communicate and coordinate with internal partners as necessary to support responses and/or resolutions.
  • Provide feedback to management on the efficiency of the customer service process.
  • Follow communication procedures, guidelines, and policies.
  • Take the extra mile to achieve desired results.
  • Assist on special projects as requested.

Key Accountabilities:

  • Demonstrate ability to complete all tasks with a high degree of accuracy, attention to detail, and follow-up
  • Ensure professional, accurate, and timely communication to complete tasks and resolve issues
  • Problem-solve effectively and efficiently
  • Ability to stay calm when customers are stressed or upset
  • Comfortable using computers
  • Gather and disseminate information to and from multiple parties clearly and quickly
  • Maintain a high level of confidentiality in all tasks

Minimum Qualifications:

  • Associate degree in Business or 1+ years of experience in a related role.
  • 1-2 years of experience in high volume, fast-paced customer service role.
  • Proven customer support experience.
  • Strong phone and contact handling skills and active listening.
  • Familiarity with CRM systems and practices.
  • Customer orientation and ability to adapt/respond to different types of characters.
  • Excellent communication and presentation skills.
  • Excellent verbal and written communication skills.
  • Ability to multitask, prioritize, and manage time effectively.
  • Proficient in MS Office applications, including PowerPoint, Excel, Outlook, and Word.
  • Excellent organizational skills and ability to multitask/prioritize based on urgency.
  • Preferred experience with CSRM.

Perks And Benefits:

We believe our employees are our most important asset. Infinity Global offers competitive salaries and values employees with a diversified benefits package, fun company outings, and in-office perks. Our perks and benefits include:

  • Health Insurance, Health Savings Account with company contribution, and Wellness Program
  • Dental, Life, Accidental Death & Dismemberment, Short Term and Long-Term Disability Insurance
  • 401(k) with a company match
  • Paid-time-off, including your birthday and paid holidays
  • Flexible schedules
  • Break room stocked with snacks and drinks
  • Comprehensive training and professional development program
  • Company-sponsored outings, activities, and events
  • Company-sponsored charitable events and donations