Customer Service Rep - Customer Service - Junior

Location : Framingham, MA

Duration : 3 Months

Fully remote

1. Work Schedule: Monday - Friday, 10am-6pm EST
2. 3 months with potential to extend or convert
3. Contract to perm talent only (If converted, looking at an hourly pay rate of ***/hour)
4. 45 Minute interview (first 30 mins with two team members and second 15 mins with two team members)
5. 
   
6. Preferred Experiences:
7. Customer service
8. Phone
9. Retail
10. 
    
11. Minimum experience required to perform this job.
12. 1 – 3 years of retail customer service or call center experience
13. Recent college graduate will work for this role; not degree focused
14. 
    
15. JOB SUMMARY
16. Answer toll free customer service calls, and correspondences, including letters, internet e-mails, chat, and/or social media comments
17. Field customer questions, resolve standard customer complaints, document information in the customer tracking system and ensure effective communication at all levels
18. Monitor Facebook, Twitter, Instagram, TikTok and respond to customer comments/questions.
19. Duties and Responsibilities:
20. Respond accurately, promptly and effectively to all forms of customer communication, including phones, letters, Internet e-mails, chat, social media referrals.
21. Resolve difficult and sensitive customer issues in an objective and timely manner, using problem solving and negotiation skills.
22. Communicate with District Managers, Store Managers and Home Office personnel to resolve customer problems and answer questions
23. Escalate serious issues to protect the company/brand.
24. Document customers and store information in customer tracking system
25. Code correctly and provide continuous updates until the issue is resolved and ready to close.
26. Promote a positive Company image in support of Customer Service objectives and mission statement.
27. 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.
28. 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
29. Special projects/duties as assigned
30. 
    
31. Skills required to perform this job:
32. Proven Conflict Management Skills
33. Strong Analytical and Problem Solving Skills
34. Good Listening Skills
35. Organizational Skills
36. Prioritizing skills and effective time management
37. Flexibility
38. Ability to multi-task
39. Excellent Verbal and Written Communication Skills
40. PC knowledge including email knowledge; Word and Excel preferred
41. Typing Skills
42. Social Media Moderation Experience Preferred
43. Ability to Separate Emotion and respond objectively
44. Works well in a team environment
45. A min requirement for WIFI speed-high speed connection
46. Need quiet workspace, free of background noise, and good for video meetings/chats

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