Customer Service Representative

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

📋 Description

• Respond to incoming phone calls, texts, chats, and written communications.

• Resolve issues related to consumer products.

• Analyze consumer concerns, recommend or take appropriate actions, formulate alternative solutions, and follow up to ensure resolution.

• Complete tasks thoroughly, accurately, and on time, meeting expected outcomes.

• Manage multiple responsibilities effectively.

• Offer information, support, and guidance to consumers.

• Address quality complaints, adverse events, and claims in accordance with Standard Operating Procedures while maintaining excellent customer service standards.

• Accurately document all phone calls in the designated CRM system in a timely manner.

• Utilize proper grammar and make suitable word choices in written communications and data entry.

• Deliver high-quality work according to specifications, adhering to standards and procedures, while demonstrating meticulous attention to detail.

• Engage in active listening and ask relevant questions for clarification.

• Show openness to feedback, listen with an open mind, and adapt communication styles as needed.

⛳️ Requirements

• Strong interpersonal and relationship management skills.

• Excellent verbal and written communication abilities, including active listening and reflection to gather information, solve problems, and diffuse challenging situations.

• Capability to maintain professionalism in high-pressure scenarios.

• Proficient in navigating multiple computer screens (e.g., CRM Software such as Salesforce, ACD Systems like Amazon Connect and Genesys, Email, and Web Browsers) while actively listening and entering customer data.

🏝️ Benefits

• We cultivate an environment for individuals who are passionate about helping others.

• We deliver customer service for some of the nation’s leading brands.

• We possess expertise in regulated sectors, assisting pharmaceutical, healthcare, food, consumer packaged goods, and beauty care companies in fostering brand loyalty through exceptional consumer experiences.

• We are enthusiastic about the products we support.

• We are dedicated to outstanding account management and continuous improvement.