Customer Service Agent I
This position has been filled - Job#: 453346914
Huntington Beach, CA
Sports Services
Posted/Updated: 06/07/17
Job Summary
JOB SUMMARY
The Customer Service Agent is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs.
ESSENTIAL JOB DUTIES
COMPANY FOCUS
- Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments; and discussing those ideas with Customer Service Supervisor or Customer Service Manager.
- Ensure proper corporate messaging, reading from scripts as needed to ensure this is achieved.
- Provide feedback to Customer Service Supervisor on the efficiency of the customer service process.
- Keep abreast of new company products and services.
CUSTOMER FOCUS
- Communicate with customers via phone, email, mail or social media.
- Obtain and evaluate all relevant information to handle product and service inquiries.
- Respond promptly to customer inquiries.
- Processes customer orders/changes/returns/repairs according to established department policies and procedures.
- Answer product and service questions for customers; suggesting information about other products and services.
- Provide timely and accurate information in response to inquiries, order status, concerns and requests about products and services.
- Handle questions regarding changes in policies or procedures.
- Provide pricing and delivery information for orders.
- Perform customer verifications.
- Attempt to persuade customer to reconsider cancellation of order.
- Keep thorough documentation of customer interactions and transactions, recording details of inquiries, comments, complaints and actions taken.
- Answer questions about warranties or terms of sale.
- Process paperwork related to credits/adjustments.
- Process paperwork related to repairs and returns.
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Escalate to Customer Service Supervisor, as needed, for unresolved issues.
- Suggest solutions when a product malfunctions or a customer is experiencing product difficulty.
- Inform customer of deals and promotions.
- Up-sell products and services.
- Work with Customer Service Supervisor and/or Customer Service Manager to ensure proper customer service is being delivered.
- Provide timely feedback to Customer Service Supervisor regarding service failures or customer concerns.
TEAMWORK
- Communicate effectively with team members within the customer service department.
- Communicate and coordinate with internal departments and external partners to resolve issues and provide superior service.
- Contribute to team effort by accomplishing related results.
- Partner with the sales team to meet and exceed customer’s service expectations.
- Other duties as required.
SKILLS / QUALIFICATIONS
Phone Skills, Listening Skills, Documentation Skills, Detail-Oriented, Problem Solving, Resolving Conflict, Analyzing Information, Multi-tasking, Time Management
COMPETENCIES
Customer Focus, Communication Proficiency, Teamwork Orientation, Technical Capacity, Adaptability, Initiative, Quality Focus, Product Knowledge
TRAVEL
Occasional travel may be requested.
REQUIRED EDUCATION & EXPERIENCE
High School Diploma and one to three year related experience.
PREFERRED EDUCATION & EXPERIENCE
Bachelor’s degree and 1-2 years’ related experience.
Product knowledge.
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