Job Title: Customer Service Specialist

Location: 557 NE Westbrook, Grants Pass, OR 97526 (Pacific Time Zone)

Work Hours: 8:00 AM to 5:00 PM

Work Environment: 100% Onsite (Possible Future Hybrid)

Job Overview:

As a Customer Service Specialist, you will serve as a representative of the company, providing top-quality service to our customers.

Primary Responsibilities:

• Follow established processes and systems to ensure Customer Care Standards are met or exceeded for every customer contact.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Develop strong knowledge of the product portfolio and procedures.
• Demonstrate 100% follow-through in every commitment, aiming for one-call resolution.
• Effectively communicate additional promotions and services we offer.
• Process customer orders efficiently, courteously, and with minimal errors.
• Properly document customer complaints and concerns immediately and facilitate satisfactory resolution.
• Communicate effectively with leaders, including the Customer Service Supervisor & Manager, providing updates to ensure customer expectations are met and any issues are addressed in a timely manner.
• Regularly attend and participate in team meetings.
• Participate in ongoing training and development to enhance skills required to better serve customers.
• Perform other duties as assigned by the Manager.

Specific Duties:

• Provide quality customer service by answering incoming customer calls and entering orders, responding to customer questions/concerns.
• Communicate with customers via phone, email, and chat.
• Effectively communicate additional promotions and services offered by the company.
• Engage with clients in a friendly and professional manner, actively listening to their concerns.
• Offer support and solutions to customers in accordance with company policies.
• Identify customer questions, complaints, and concerns, providing professional and respectful solutions.
• Redirect customers to appropriate departments when necessary and follow up on complaints/questions to ensure resolution.
• Collaborate with team members and other departments to ensure overall customer and product satisfaction.