Position Summary
The Customer Service Representative (CSR) is responsible for delivering world-class customer support to both external and internal customers during escalated inquiries. This role involves managing customer interactions regarding products, services, and policies while ensuring compliance with internal processes and upholding the highest standards of customer service for DGL.
Key Responsibilities
- Customer Support
- Handle customer inquiries regarding products, services, and policies through the toll-free line or email.
- Act as a point of contact (POC) to address policy, product, and processing questions from internal and external customers.
- Training and Coaching
- Assist with training and coaching internal teams as needed to enhance customer service efficiency.
- Complaint Resolution
- Respond proactively to customer complaints or product flaws identified through the product review process.
- Process Improvement
- Identify and recommend improvements to daily operations within the department and across teams.
- Administrative Tasks
- Complete additional responsibilities as assigned by the management team.
Work Hours
- Schedule: Monday to Friday, 9:30 AM - 6:00 PM (EST).
Required Skills and Qualifications
- Previous experience in customer service.
- Proficiency with:
- Microsoft Outlook, Word, and Excel
- AWS Connect
- Freshdesk
- Excellent verbal and written communication skills.
- Strong problem-solving and organizational skills.
- Ability to work independently and collaboratively in a fast-paced environment.
