Customer Service Representative

Customer Service Representative 

The Customer Service Representative provides advanced support to customers through various channels, including phone, email, and chat. This role is responsible for addressing a wide range of inquiries from simple questions to complex issues while ensuring high levels of customer satisfaction.

Job Details

• Position Type: Non-Exempt
• Work Location: Farmington Hills, MI 

Key Responsibilities

• Respond to customer inquiries promptly and professionally, ensuring a high standard of service and satisfaction.
• Provide comprehensive and accurate information regarding products and services, enabling customers to make informed decisions.
• Resolve pricing conflicts, work within the departments for support/resolution
• Assist with manual order entry, processing, and tracking, ensuring accuracy and efficiency throughout the order lifecycle.
• Maintain thorough and organized documentation of all customer interactions, ensuring clear records for future reference and analysis.
• Collaborate with team members to enhance service quality.
• Stay informed about product updates, company policies, and industry trends to provide customers with the most current information and solutions.
• Identify and assess customer needs to deliver tailored solutions, enhancing the overall customer experience and fostering loyalty.
• Assist in training and mentoring new and existing customer service representatives, promoting skill development and team cohesion.
• Handle complaints, provide appropriate solutions, follow up to ensure resolution.
• Collaborate with the accounting department to address and rectify invoice discrepancies, ensuring accurate billing and maintaining customer trust.
• Use computerized systems for pricing, ordering, tracking, reporting, information gathering and/or troubleshooting.
• Perform all other duties as assigned.

Skills/Competencies

• Intermediate verbal and written communication skills.
• Ability to follow written and verbal directions and interpret work instructions.
• Ability to effectively solve problems and implement solutions.  
• Ability to work as part of a team effectively.

Qualifications

Required

• Experience: Minimum of 2 years with customer service experience