Customer Service Representative

Job Description

Job Description

We are looking for an experienced Customer Service Representative to join our team in Anaheim, California, on a contract basis. In this role, you will provide exceptional support to customers while handling a variety of responsibilities, including assisting senior team members and contributing to departmental initiatives. This position offers opportunities for growth and development as you enhance your skills and take on additional tasks.

Responsibilities :

• Address customer inquiries promptly and in a detail-oriented manner, ensuring satisfaction and positive experiences.
• Escalate complex issues and critical cases to senior team members with thorough documentation.
• Support higher-level representatives by managing standard workloads during peak periods.
• Mentor and guide entry-level customer service staff to enhance team performance and support individual growth.
• Gain in-depth knowledge of assigned products and services to resolve common customer concerns.
• Develop and update internal resources such as FAQs and knowledge base articles based on customer feedback.
• Maintain accurate records of customer interactions, including detailed case notes and resolution steps.
• Assist with quality control processes by gathering data and conducting preliminary audits.
• Utilize multiple platforms, including Salesforce Service Cloud, to manage cases efficiently.
• Analyze customer trends and historical data to identify recurring issues and propose solutions.
• Proven experience in customer service, preferably in a call center or similar environment.
• Proficiency in answering inbound and outbound calls and managing email correspondence.
• Strong skills in data entry and order processing with attention to detail.
• Familiarity with scheduling appointments and managing customer interactions effectively.
• Competency in Microsoft Excel and Microsoft Word for documentation and reporting purposes.
• Ability to learn and adapt quickly to new systems, tools, and workflows.
• Excellent verbal and written communication skills to interact with customers and team members.
• Strong organizational and multitasking abilities to manage multiple cases simultaneously.