Customer Support Representative

The Customer Support Call Center Representative will play a crucial role in delivering exceptional service to our customers and

ensuring their inquiries and concerns are addressed efficiently. This position involves handling a variety of tasks focused on

customer satisfaction, operational support, and administrative duties.

Key Responsibilities:

· One Call Resolution: Strive to resolve customer issues or inquiries during the initial call, utilizing problem-solving skills and product knowledge to provide effective solutions.

· Call Routing: Assess customer needs and route calls to the appropriate department or personnel when necessary to ensure timely and appropriate support.

· Call Escalation: Identify situations that require escalation and appropriately escalate calls to senior staff or management, while ensuring customers are informed throughout the process.

· Customer Complaints Resolution: Address and resolve customer complaints in a professional and empathetic manner, aiming to turn negative experiences into positive outcomes.

· Front Desk Reception: Serve as a friendly and welcoming point of contact for visitors and incoming calls, providing assistance as needed and directing them to the appropriate departments.

· Operations and Administrative Support: Assist in various operational tasks, including data entry, record maintenance, and support for other departments to ensure seamless business operations.

· Mail Management: Manage incoming and outgoing mail, ensuring timely distribution and response to communications as necessary.

· Other Duties as Assigned: Be flexible and willing to take on additional tasks or projects as assigned by management to support overall team goals and objectives.

Qualifications:

· Excellent verbal and written communication skills.

· Strong problem-solving abilities and the capacity to handle difficult situations calmly and effectively.

· Proficiency in using call center software and other relevant technology such as CRM, Microsoft, ERP.

· Ability to work in a fast-paced environment and manage multiple tasks simultaneously.

· Strong organizational skills and attention to detail.

Education & Experience

· High school diploma or equivalent; additional education or certifications in customer service or related fields is a plus.

· 1 year experience in a customer service or call center role preferred.

Certificates, Licenses and/or Registrations

· None required

Work Environment

· Office Environment, Portland.

Shift

· Weekdays

· Occasional overtime as required.

Travel

· Travel is not required

Driving

· This position does not require driving

This job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.