Note: The job is a remote job and is open to candidates in USA. EPG Group is a global leader in workforce solutions, partnering with organizations to deliver exceptional talent worldwide. They are seeking a Temporary Customer Service Representative to manage high volumes of inbound customer interactions and resolve a wide range of customer inquiries while maintaining positive relationships.
Responsibilities
- Deliver exceptional customer service via phone, email, and chat
- Manage inbound customer inquiries and resolve customer concerns efficiently and accurately
- Resolve inquiries related to orders, returns, products, and account services
- Handle complex and escalated customer issues with professionalism, empathy, and sound judgment
- Provide service recovery solutions and proactive recommendations to enhance customer satisfaction and retention
- Follow up with customers to confirm issue resolution and ensure a positive customer experience
- Collaborate with cross functional teams to resolve complex customer issues and improve service processes
- Accurately document customer interactions, escalations, and resolutions within CRM systems
- Research customer inquiries using multiple systems and databases to provide accurate solutions
- Issue customer accommodations, including refunds, gift cards, e gift cards, and promotional offers in accordance with company policies
- Meet established service level agreements (SLAs), quality standards, and key performance indicators (KPIs)
- Support onboarding and knowledge sharing by assisting team members with best practices and complex customer scenarios
- Maintain confidentiality and follow company policies and security standards when handling customer information
- Contribute to continuous improvement initiatives that enhance the overall customer experience
Skills
- 1 to 3 years of customer service experience
- High school diploma or equivalent
- Exceptional verbal and written communication skills with the ability to communicate clearly and professionally across multiple channels
- Strong customer service, interpersonal, problem solving, and decision-making skills
- Ability to handle escalated situations with patience, professionalism, and empathy
- Ability to work effectively in a fast paced, remote environment
- Proficiency with Microsoft Office and the ability to quickly learn multiple customer service systems
- Strong organizational skills with the ability to manage multiple priorities
- Professional, empathetic, and customer focused approach to every interaction
- Retail or e commerce customer service experience is preferred
Benefits
- 100% remote position within the United States
- Must be available to work U.S. Eastern Standard Time
- Work a full-time schedule of 40 hours per week with flexibility to support customer needs across different time zones, (including shifts between 9:00 AM and 9:00 PM, weekends, and holidays)
- W2 Contract
Company Overview