OnStaff USA has 65 Customer Service Representative positions available in Kalamazoo Mi.  The position is with a local technology accessories company.

Customer Service Representative Job Description  

Department: Customer Service

Reports to:  Customer Service Manager

Classification: Hourly                                                               

Job Function:

To provide excellent customer service support to end-users via telephone, email, or live chat,.

Essential Functions:

1. Handles as appropriate customer questions or problems received by telephone, email, live chat and Salesforce.com
2. Provides solutions courteously from email or troubleshooting templates. Draws from previous experiences and provided resources to solve more complex/uncommon issues.
3. Meets weekly with technical support and customer service staff to discuss trends within customer inquiries.
4. Maintain training and proper knowledge of new and existing products.
5. May assist in staffing company exhibit at trade shows and conferences, answering questions about products and obtaining names of prospects.

DAILY TASKS:

1. Assists customers with phone orders and other general phone inquiries.
2. Handles internal and external communications for orders.
3. Answers customer service questions via phone, salesforce.com, live chat sessions and through email.
4. Assists customers with general questions and/or concerns of products
5. Issues return authorizations for customer exchanges and refunds.
6. Maintains customer service voicemail and places call-backs.

Additional Responsibilities:

Must be able to work in a team environment in various aspects of the organization.

Qualifications:

1. Two or more years of intense work-related experience with multiple software packages.
2. Strong written, telephone, and interpersonal communication skills required.
3. Willingness to have telephone conversations and computer applications usage monitored for quality performance.