Remote --- Customer Service Representative

TP is hiring a Customer Service Representative to handle inbound and outbound customer communications and resolve inquiries using web-based tools. The role focuses on delivering a positive customer experience, addressing issues, and escalating interactions when appropriate.

Responsibilities:

• Customer Service Representatives field customer inquiries by finding innovative ways to respond to varying questions, issues, and concerns
• Handle and carefully respond to all customer inquiries
• Provide excellent customer service through active listening
• Work with confidential customer information and treat it sensitively
• Aim to resolve issues on the first call by being proactive
• Appropriately communicate with customers
• Calmly attempt to resolve and de-escalate any issues
• Escalate interactions when necessary and appropriate
• Track all call related information for auditing and reporting purposes
• Provide feedback on call issues
• Upsell if required

Requirements:

• High School Diploma or equivalent
• Minimum of 6 months of customer service experience
• Must be 18 years of age or older
• Ability to type at least 25 words per minute
• Comfortable with desktop computer systems and have general knowledge of Windows-based systems
• Demonstrate commitment to following established procedures and be customer service driven
• Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals
• Outstanding communication, listening, and analytical skills
• Strong organizational and problem-solving skills
• Ability to prioritize tasks and work well under pressure while remaining focused
• Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making
• Proactive approach to problem-solving with a focus on creating a positive customer experience
• Customer service and/or sales experience preferred
• College degree preferred but not required
• Open-minded approach to feedback, evolving policies