Customer Service Representative - DMC Strategic IT

DMC Strategic IT is the North American NetSuite Solutions Partner for Agriculture and Construction. We collaborate with companies to implement innovative solutions that perpetually evolve and support strategic and tactical initiatives. Our solutions are the 'Right Balance' of Process Improvements and Technology, affectively delivering a 'Top-Line' solution that positively impacts the 'Bottom-Line' metrics for growth, profit, and competitive advantage.

We are searching for a customer service representative to handle customer queries and complaints. This role involves processing orders, making modifications, and escalating complaints through various communication channels remotely. To excel in this position, you must stay calm when dealing with frustrated customers and have experience working with computers.

Pay: $20 - $29 per hour

Responsibilities:

Manage Customer Queries and Complaints:

• Respond promptly to customer inquiries through various communication channels.
• Handle and resolve customer complaints with a calm and professional demeanor.

Process Orders and Modifications:

• Accurately process customer orders, returns, and exchanges.
• Update customer information and order modifications in the system as required.

Escalate Issues:

• Identify and escalate complex or unresolved issues to the appropriate department or supervisor.
• Follow up on escalated issues to ensure timely resolution.

Maintain Records:

• Document all customer interactions, transactions, and complaints.
• Maintain accurate and detailed records of customer communications.

Communication and Coordination:

• Communicate with customers through email, phone, chat, and other channels as needed.
• Collaborate with other team members and departments to ensure customer satisfaction.

Provide Product and Service Information:

• Offer accurate information about products, services, and policies.
• Assist customers in making informed decisions about their purchases.

Problem-Solving:

• Use problem-solving skills to address customer concerns and find appropriate solutions.
• Suggest improvements to enhance the customer service process.

Stay Updated:

• Keep up-to-date with product knowledge, company policies, and industry trends.
• Participate in training sessions and ongoing professional development.

Qualifications:

• Proven experience in a customer service role.
• Excellent communication and interpersonal skills.
• Proficiency in using computers and customer service software.
• Ability to remain calm and composed under pressure.
• Strong problem-solving skills and attention to detail.
• High school diploma or equivalent; additional qualifications will be a plus.

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