"Logistics" Customer Service

Concierge Group

Reports To: The Customer Care Representative will report to the Call Center Supervisor.

Job Overview:
The ideal Customer Care Representative will be responsible of resolving customer requests via phone, email, mail, or social media. Use telephones to reach out to customers and verify account information. Greet customers warmly and ascertain problem or reason for calling. Assist with placement of orders, refunds, or exchanges.

Responsibilities and Duties:

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
Check to ensure that appropriate changes were made to resolve customers' problems.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
Refer unresolved customer grievances to designated departments for further investigation.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Solicit sales of new or additional services or products.
Order tests that could determine the causes of product malfunctions.
Perform other duties as assigned.

High School degree and some college coursework or an Associates Degree or higher in a business-related field.
2+ years of related customer service or call center experience, or equivalent combination of education and experience.
Excellent executive-level communication, presentation and interpersonal skills.
Excellent English language skills, written and verbal. Additional languages are a plus.
Working knowledge of office equipment.
Excellent customer service skills.
Strong relationship building skills are a must.
Ability to learn and assimilate information quickly.
Enthusiast, strong work ethic and a positive attitude.
Strong organizational skills with the ability to multitask.
Must be able to move and/or lift up to 25 pounds.
Must be able to work independently and exercise good judgment with no direct supervision.

Desired Competencies:

The ability to listen to and understand information and ideas presented through spoken words and sentences.
The ability to communicate information and ideas in speaking so others will understand.
The ability to identify and understand the speech of another person.
Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Proven analytical skills. Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Observing, receiving, and otherwise obtaining information from all relevant sources.
Strong interpersonal skills to handle sensitive and confidential situations.
The ideal person for this job would be a team player, personable, professional, upbeat, and energetic, takes initiative, uses tact and diplomacy.
Actively participate in the team environment that will foster forward thinking, innovation and creativity in order to meet the needs of the company now and in the future.
Build positive relationships with customers and team members.
Initiative to resolve problems and seek answers independently and enthusiastically persist until goals are achieved.

At Concierge Group Services, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.

Drug-Free Workplace
Concierge Group Services is a Drug-Free Workplace employer. Concierge Group Services may refuse to hire a job applicant who refuses to submit to a drug/alcohol test.