Remote Customer Service Representative

Stefanini Group is a global provider of outsourcing and IT consulting services, and they are seeking Remote Customer Service Representatives in New York, NY. The role focuses on maintaining positive customer relations, handling inquiries and escalated issues, and ensuring customer satisfaction through effective communication and problem-solving.

Responsibilities:

• Address complex and sensitive issues for customers, working to retain customers through empathy and effective solutions and ensuring timely and satisfactory resolution
• Offer proactive solutions when possible, suggesting options that could prevent future issues for the customer
• Follow up with customers to confirm issue resolution and ensure a positive experience, documenting all interactions thoroughly
• Coordinate with other departments such as Store Operations, Risk Management, and Internal Audit to resolve escalated issues that require subject matter expertise beyond the contact center
• Partner with management team to follow up on escalated cases, ensuring service levels and quality expectations are consistently met
• Act as a support resource for agents by providing guidance on complex cases and effective troubleshooting techniques
• Help new agents refine their problem-solving skills by sharing best practices and assisting with difficult contacts as needed
• Ensure that all consumer contacts, escalations, and resolutions are accurately documented in CRM systems, allowing for smooth handoffs and transparency across teams
• Handle customer service inquiries via phone, chat, and email in a timely and efficient manner while adhering to service level agreements and providing exceptional customer service
• Support onboarding for new hires by providing shadowing opportunities, sharing insights on best practices, and offering guidance on handling complex cases to ensure a smooth transition into their roles
• Issue appeasements, including e-gift cards, to resolve escalated customer concerns and enhance satisfaction
• Resolve routine customer requests related to orders, products, returns, and other services as needed
• Meet department Key Performance Indicators (KPIs) to maintain high standards in service delivery
• Adhere to PCI standards to ensure secure handling of consumer data across all brands
• Collaborate with licensee vendors to address and resolve wholesale customer issues, accommodating global inquiries
• Engage in activities aimed at enhancing customer satisfaction and improving business outcomes
• Utilize multiple databases to research and resolve customer issues and questions
• Work with retail, e-commerce, and wholesale systems to ensure timely and accurate fulfillment of customer orders and appeasements

Requirements:

• 1 to 3 years customer service experience; retail customer service experience a plus
• High School degree or equivalent experience in Customer Service Industry
• Exceptional verbal and written communication skills, with the ability to convey information clearly and professionally across all channels
• Strong customer service and interpersonal skills, including the ability to build positive rapport and handle escalated situations with patience and tact
• Professionalism and empathy in all interactions, maintaining a positive and upbeat attitude with customers regardless of outside factors
• Proven ability to work closely with cross-functional partners, ensuring consistent service quality
• Excellent decision-making and problem-solving skills, balancing customer needs with company policies to achieve optimal outcomes
• Demonstrated resourcefulness and creativity in finding solutions for unique or complex customer issues, fostering satisfaction and loyalty
• Adaptability and flexibility in a fast-paced, remote work environment, with the ability to pivot effectively to meet changing demands
• Advanced computer skills, including proficiency in Excel, Word, and the ability to quickly learn and navigate multiple databases and customer service systems
• Strong organizational skills to balance workloads and maintain timely, accurate follow-up on all tasks and customer inquiries
• Commitment to consistent, timely attendance to support team reliability and customer needs across time zones