Customer Service Rep

EPITEC is a company seeking to enhance their customer service operations. The Customer Service Representative will be responsible for managing customer communications across various platforms, resolving issues, and maintaining a positive company image.

Responsibilities:

• Respond accurately, promptly and effectively to all forms of customer communication, including phones, letters, Internet e-mails, chat, social media referrals
• Resolve difficult and sensitive customer issues in an objective and timely manner, using problem solving and negotiation skills
• Communicate with District Managers, Store Managers and Home Office personnel to resolve customer problems and answer questions. Escalate serious issues to protect the company/brand
• Document customers and store information in customer tracking system. Code correctly and provide continuous updates until the issue is resolved and ready to close
• Promote a positive Company image in support of Customer Service objectives and mission statement
• Make sound judgment calls that align with the brand, escalation and customer service policies for social media customer related issues by following social media moderation guidelines
• Multitask in a fast-paced environment and moderate a high volume of inbound/outbound content to provide good customer service follow up and follow through
• Special projects/duties as assigned

Requirements:

• Proven Conflict Management Skills
• Strong Analytical and Problem-Solving Skills
• Good Listening Skills
• Organizational Skills
• Prioritizing skills and effective time management
• Flexibility
• Ability to multi-task
• Excellent Verbal and Written Communication Skills
• Typing Skills
• Ability to Separate Emotion and respond objectively
• Works well in a team environment
• A min requirement for WIFI speed-high speed connection
• Need quiet workspace, free of background noise, and good for video meetings/chats
• PC knowledge including email knowledge; Word and Excel preferred
• Social Media Moderation Experience Preferred