CUSTOMER SERVICE REP.

Job Overview

Essmann is seeking a dedicated and professional Customer Service Representative to join our dynamic team. This is a Full-Time position based in either Georgia or New Jersey, United States . The ideal candidate will be the first point of contact for our customers, playing a crucial role in delivering an exceptional service experience and upholding our company's reputation for excellence. You will be responsible for addressing customer enquiries, resolving issues efficiently, and ensuring complete customer satisfaction. We are looking for an individual with outstanding communication skills and a genuine passion for helping others.

Responsibilities

• Serve as the primary point of contact for customers, handling inbound enquiries via phone, email, and live chat in a professional and timely manner.
• Provide accurate information about our products and services, addressing questions and concerns effectively.
• Identify and assess customers' needs to achieve satisfaction, resolving complaints and issues with patience and empathy.
• Process orders, forms, applications, and requests as required.
• Maintain detailed and accurate records of customer interactions, transactions, comments, and complaints within our CRM system.
• Escalate complex issues to the relevant department or senior staff when necessary, ensuring follow-up and resolution.
• Gather customer feedback to help improve our services and business processes.
• Collaborate with team members and other departments to ensure a seamless customer experience.

Qualifications

• Proven experience in a customer support or client service role.
• Exceptional verbal and written communication skills, with a clear and professional telephone manner.
• Strong problem-solving abilities and a talent for de-escalating challenging situations.
• Excellent active listening skills and a high degree of empathy.
• Proficiency in using CRM systems and MS Office applications.
• The ability to multi-task, prioritise, and manage time effectively in a fast-paced environment.
• A positive attitude and a strong commitment to teamwork.

Benefits

• A competitive annual salary of $90,000 - $120,000 , dependent on experience.
• A comprehensive benefits package, including health insurance and paid time off.
• Opportunities for professional development and career progression.
• A supportive and collaborative work environment.