Customer Service Associate

This is a fully remote position, open to applicants in Maryland.

📋 Description

• Address customer inquiries and issues via inbound and outbound calls, email, chat, and postal correspondence.

• Process customer orders while maintaining vital account information.

• Oversee workflows for phone, email, and online chat interactions.

• Cultivate strong relationships with customers.

• Recognize opportunities for cross-selling to benefit both the customer and the company.

• Conduct weekly one-on-one meetings with the team leader and director.

• Adhere to and apply training protocols to guarantee outstanding customer service and call quality.

• Utilize coaching techniques to enhance customer service, interpersonal, and communication skills.

• Maintain workflow documentation and customer notes within company systems.

• Complete quality assessment sheets in accordance with departmental objectives.

• Engage in end-of-shift responsibilities and transitions.

• Foster a professional team environment.

⛳️ Requirements

• 3-5 years of demonstrated customer support experience in a fast-paced call center setting.

• Previous experience in phone, chat, and email customer support.

• Excellent typing skills (60 wpm).

• Proficient in handling phone interactions and demonstrating active listening skills.

• Familiarity with CRM technologies (MS Office, Zen Desk, data processing systems).

• Strong keyboard proficiency.

• Interest in print media, photography, or related fields is advantageous but not mandatory.

• Ability to communicate clearly and effectively with customers via phone, email, and chat.

• Patience, a calm demeanor, and resilience when addressing inquiries and complaints.

🏝️ Benefits

• Competitive salary.

• Health, vision, and dental insurance.

• Retirement savings plan.

• Employee discount.

• Referral program.

• Generous PTO.

• Fun and collaborative company culture.

• Professional development opportunities.

• Remote work arrangement.