Goldstar Inbound Support Agent

Overview of Role:

The Goldstar Inbound Support Agent is dedicated to delivering exceptional post-order customer service. This role involves promptly and effectively resolving escalated customer concerns in real time, ensuring customer satisfaction from the initial contact through to the final resolution.

Responsibilities:

(Including but not limited to)

• Manage and resolve customer complaints that have escalated, through phone or salesforce cases, beyond the initial level of support, ensuring prompt and effective solutions.
• Deliver high-quality service to customers by addressing their concerns and inquiries with empathy and professionalism.
• Work to maintaining a high result on all KPI’s: SLA’s, CSAT, NPS, etc
• Document all customer interactions, issues, and resolutions in service windows to ensure accurate records.
• Create Redo orders with clear notes identifying what the initial issue was.
• Create credit memos and e-mail them to customers.
• Collaborate with other departments to resolve complex customer issues efficiently.
• Must be available to receive Inbound and make Outbound calls (internally and externally).
• Proactively communicate with customers to manage expectations and ensure satisfaction.
• Updating ship to address on the UPS website once an order has closed (if shipped on our account).
• Create UPS call tags to pick up goods that don’t meet the customers standards.
• Enter redo orders in the repoman production app to alert the factory as needed.

• Any other care related tasks that may be required.

Required skills and experience:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The individual will be measured and evaluated weekly on the following criteria: sales revenue, quality, productivity, accuracy and backlog. One must contribute to building a positive team spirit by supporting all efforts to be successful. Good attendance will be required. The requirements listed are representative of the knowledge, skill, and/or ability required.

Qualifications:

• Must have minimum of one (1) year of customer service experience.
• The ideal candidate will come from a call center, customer service or sales environment.
• Demonstrate superior telephone skills with good written and verbal communication skills.
• Strong ability to multi-task in a fast paced, high volume environment including phone calls, email, order processing while paying close attention to detail.
• Must be a team player and have excellent e-mail and verbal communication skills. 
• High school diploma or 4 High School passes (to include English Language and a Math related subject).
• Familiarization with computer applications such as MS Office suite.
• Be able to type 40 wpm (minimum).
• High caliber of execution against targets and tasks.

ADDITIONAL RESPONSIBILITIES: Comply with company policies, safety rules and regulations for personal and as pertaining to other employees. Maintain work area, equipment, and supplies in a neat and orderly condition.  Report any problems or difficulties to the leadership group.  Assist others/perform other duties when time permits or when so instructed.

MUST HAVE:

• Extreme Patience to work in a back-office environment with limited telephone interface
• Extreme time management skills to be able to multitask in a fast-paced environment.
• Love to read and execute requests sent via email over a 9-hour shift 5 days per week.

To learn more, visit: www.simplygoldstar.com