Customer Service Representative - Email

Description

This position is responsible for providing a variety of services to online shoppers through application of knowledge of our organization, its services and products, while using patience, professionalism and optimism with each member. Resolve problems by clarifying customers’ requests, questions, complaints, and frequently requiring analysis of situations to determine best use of resources. Maintain customer records by updating account information.

*This role is 90% email customer service and 10% chat.

JOB DUTIES

• Daily:

• Review support requests and clarify customer complaints.

• Determine cause of problems.

• Update customer accounts and records according to customer issues.

• Select and explain the best solutions to solve problems.

• Communicate with the team and others in the company to solve problems as needed.

• Expedite corrections or adjustments.

• Follow-up to ensure resolutions.

• Periodic:

• Recognize, document and alert manager of trends.

• Recommend process improvements.

• Provide on-the-job training for new employees.

• Coordinate with merchant affiliate networks.

• Extend valued member bonuses in cases of Cash Back denials.

• Follow-up to ensure resolutions.

Additional Skills & Qualifications

Must have:

- High School Diploma/GED

- 1-3 years of customer service experience including chat or email