Customer Service Associate

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

📋 Description

• Address customer inquiries and resolve complaints through inbound and outbound calls, emails, chats, and written correspondence.

• Process orders and oversee customer account details.

• Manage workflows for phone, email, and online chat communications.

• Cultivate customer relationships and identify 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 training protocols to guarantee exceptional customer service and maintain high call quality.

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

• Keep workflows and customer notes updated in company systems.

• Complete quality score sheets in alignment 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, or email customer support.

• Excellent typing skills (60 wpm).

• Strong abilities in handling phone contact and active listening.

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

• Proficient keyboard skills.

• A background or interest in print media, photography, or a related industry is advantageous but not mandatory.

🏝️ Benefits

• Competitive salary.

• Health, vision, and dental insurance.

• Retirement savings plan.

• Employee discount.

• Referral program.

• Generous paid time off (PTO).

• Enjoyable and collaborative company culture.

• Opportunities for professional growth.

• Supportive team environment.

• Ongoing learning opportunities.