glassdoor.com sales-marketing customer service representative

Customer Service Representative


When you become a Customer Service Representative with The CE Shop, you join a collaborative, social, high-energy team in a casual work environment. You help our devoted customers find the products they need by phone, email, and online chat. Your friendly disposition and keen product knowledge leads to repeat business from satisfied customers, which means more money for you.

Established and in business since 2005 and driven by our Core Values, The CE Shop is growing, our product lines are expanding, and our fast-paced ever-changing environment keeps you inspired, engaged, and on the move. We have been recognized as a Colorado Company to Watch, one of the Top 250 Private Companies, as well as rated as one of the Best Places to Work by the Denver Business Journal.

Position Summary:

The Customer Service Representative (CSR) is primarily responsible for providing effective customer service and selling practices across a variety of communication channels for all new and existing customers of The CE Shop. The CSR will establish a rapport with the customer and confidence in the product. This will be accomplished by having excellent, in-depth knowledge of company products and state regulations as well as other team members to facilitate effective proactive and reactive customer interactions.

Essential Functions / Job Responsibilities:
  • Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller.
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Field calls, emails and additional support to a variety of customers.
  • Maintain an awareness of all product and industry information, state regulations, and merchandise promotions.
  • Update student accounts, grade exams, process orders/changes/returns, answer reporting questions, and assist with course navigation.
  • Accurately and efficiently complete all sales transactions, and follow up with customers as appropriate.
  • Understand current customer needs and encourage customers to purchase additional products, with strong objection/response handling.
  • Report system problems or process fixes to Customer Sales and Service Manager for long-term resolution.
  • May provide after hours customer support on a scheduled and rotating basis.
  • Other duties as assigned.
Minimum Requirements:
  • Prior experience in a customer service and/or call center atmosphere resolving inbound and outbound customer service or sales opportunities
  • Excellent communication skills
  • Excellent customer relations skills- written, verbal and active listening
  • Basic sales and competitive selling techniques
  • 2-5 years experience in a similar or sales/service-related position
  • High School Diploma / GED. Two-year Associates Degree preferred
Qualifications:
  • Experience working in a flexible, fast paced environment.
  • Customer Focused: Go the extra mile to engage customers and adaptability to different personality types.
  • Ability to thrive on change as products evolve.
  • Must have the ability to quickly learn systems, processes, and procedures.
  • Contribute to team effort by accomplishing related results on a daily/weekly/monthly basis.
  • Manage large amounts of incoming calls, e-mails and additional ongoing support.
  • Someone with an ownership mindset, self-directed and self-motivating.
  • Ability to problem solve and work on several projects simultaneously while continuing to provide quality work.
  • Exemplary organizational and interpersonal skills.
  • Ability to use analysis to arrive at logical conclusions and decisions.
  • Ability to listen to and influence others.
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.
  • Follow communication procedures, guidelines and policies.
Technical Skills Required:
  • Strong phone and verbal communication skills along with active listening
  • The ability to efficiently navigate through multiple programs and use dual computer monitors
  • Strong technical and software skills
  • Experience with CRM (Salesforce.com a plus)
  • Experience with Google-based web platform and tools
Supervisory Responsibility:

This position does not supervise the work of others.

Company benefits and perks:
  • Remote employment options
  • Premium 401k Investment Plan with a dollar for dollar match up to 2%
  • Medical, Dental, Vision Insurance options
  • Life Insurance and AD&D
  • Short-term & Long-term Disability
  • Ancillary Insurance for Accident, Critical Illness, Long-term dependent care and more...
  • Paid Holidays
  • Vacation time that grows with years of service
  • Perks – An employee discount purchasing program
special offer