Customer Service Manager

Full-time/Non-exempt

Danville, VA/Remote

N/A

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.

• 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.

• 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

• 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.

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