Customer Service Representative – Consumer Products

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

📋 Description

• Respond to incoming phone calls, text messages, chat inquiries, and written communications.

• Diagnose issues related to consumer products.

• Recognize and assess consumer concerns, suggest suitable actions, devise alternative solutions, and follow up to ensure issues are resolved.

• Execute assignments thoroughly, accurately, and punctually.

• Prioritize and manage multiple tasks effectively.

• Offer information, support, and guidance to consumers.

• Address quality complaints, adverse events, and claims in accordance with Standard Operating Procedures.

• Accurately document all telephone interactions immediately in the designated CRM system.

• Utilize correct grammar and appropriate vocabulary in written communications and data entry.

• Deliver high-quality work in line with specifications, standards, and procedures.

• Engage in active listening and pose clarifying questions.

• Modify communication style based on feedback and varying communication preferences.

⛳️ Requirements

• Strong interpersonal and relationship management capabilities.

• Exceptional verbal and written communication skills.

• Proficient active listening and reflective skills for information gathering, problem-solving, and calming difficult callers.

• Ability to maintain professionalism in high-pressure situations.

• Capability to navigate multiple computer screens while actively listening and inputting customer information.

• Experience or familiarity with CRM software such as Salesforce.

• Experience or familiarity with ACD systems such as Amazon Connect and Genesys.

• Proficiency in using email and web browser systems.

• Ability to collaborate effectively on various projects in a fast-paced environment.

• Strong organizational and teamwork abilities.

• Excellent interpersonal skills and capacity to work with staff from diverse backgrounds and perspectives.

• Sensitivity, empathy, and patience when dealing with consumers.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career advancement.

• Flexible work schedules to support work-life balance.

• Collaborative and inclusive work environment.