Customer Service Representative - Perma-Seal

POSITION SUMMARY:

The Customer Service Representative will serve as a front-line representative, interacting directly with customers to provide assistance, information, and solutions. Possess an excellent phone manner, consistently displaying empathy and compassion for Perma-Seal customers. Have the ability to compose and communicate professional correspondence via multiple channels. Have the ability to maintain a calm and professional demeanor no matter the situation. Be comfortable with occasional extended work hours required during seasonal periods of high call volume.

ESSENTIAL JOB FUNCTIONS:

• Answer customer inquiries via phone, email, chat, or other channels, addressing questions and concerns promptly and accurately.
• Assist customers in troubleshooting and resolving issues, finding effective solutions, and escalating complex cases when necessary.
• Maintain accurate and detailed records of customer information and interactions in the customer database.
• Collaborate effectively with other departments to resolve customer issues.  Exercise judgment and discernment in arriving at best possible solutions.  Communicates solutions to customer issues with finesse, ensuring complete customer satisfaction.

• Proactively solicits customer feedback to ensure all concerns have been resolved and measure the success of creating an Exceptional Customer Experience with each interaction.
• Become well-versed in company products and services and continually maintain that  product knowledge as changes occur.  
• Maintain awareness of available customer promotions, offer and inform customers of the same.  
• Meet performance metrics and customer service targets, such as response times, resolution rates, and customer satisfaction scores.
• Proactively pursue process improvement and contribute to a positive and collaborative team environment.

NECESSARY KNOWLEDGE, SKILLS, ABILITIES, AND OTHER CHARACTERISTICS:

• High school diploma or equivalent; additional education or training in customer service is a plus.
• Highly present and data driven, utilizes critical thinking skills to determine the best course of action.
• Proven experience in customer service roles, call centers, or related fields is preferred but not required.
• Proven experience in routing or scheduling is preferred but not required.
• Excellent communication skills, both verbal and written.
• Proficiency in using computer systems, customer databases, and relevant software applications.
• Strong active listening skills to understand customer needs and provide accurate and helpful responses.
• Flexibility to adapt to changing customer needs and organizational priorities.
• Willingness to learn and apply new product information and customer service techniques.

NOTICE

The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this position. Such statements are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of this position. All employees are requested to follow any other job-related instructions and to perform any other job-related duties as requested by their supervisor. Employees may also be required to work in excess of normal working hours as workloads and seasonal activities necessitate. This document is subject to change at any time without notice.

As an Equal Opportunity Employer, we are committed to building a diverse organization.

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