ROI Solutions

JoS A. Bank - Inbound Customer Service Representative

US | US-UT-American Fork
5 days ago
ID
2017-1172
# of Openings
45
Category
Telemarketing

Overview

Position Summary

We currently have an exciting opportunity for an enthusiastic, motivated, service-minded individual to join our team as a Customer Service Representative. The Customer Service Representative for Jos A Bank will respond to customer contact received via telephone, consistently ensuring quality service and compliance with Company contact center processes and procedures. Jos A. Bank is a leader in the Professional Men's Clothing industry.

Responsibilities

  • Consistently provide customer service with courtesy, integrity and efficiency to meet customer and Company expectations.
  • Receive and respond to incoming calls in a timely and professional manner.
  • Operate as a key resource for internal and external customers on products, services and operations.
  • Interface with multiple programs to gather data while in phone communication with customers
  • Effectively communicate with customers and retail store employees by composing accurate, prompt and effective responses.
  • Support and educate customers regarding various products and programs.
  • Answer questions and troubleshoot issues in support of retail store employees throughout the U.S.
  • Possess a throughout understanding of the Company’s products and services upon completion of requisite training.
  • Utilize tact and sound judgment in communicating and resolving customer and store inquiries, and provide appropriate responses on a case-by-case basis.
  • Independently resolve common issues and collect detailed information to aid in decision making.
  • Maintain established service levels while providing an exceptional customer experience.
  • Perform data entry in an accurate, detailed, and timely fashion in the CRM system regarding all customer contacts.
  • Enter information into the CRM system while communicating with customers via phone.
  • Draft written response to communications received via phone, and proofread for spelling, grammar and layout.
  • Establish rapport with customers and follow proper escalation process to ensure timely follow up on unresolved issues.
  • Demonstrate leadership qualities, strong character and integrity, as well as confidence in actions and decisions, ensuring that customer expectations are exceeded.
  • Follow company policy and best practices in all areas, paying strict attention to the security and protection of sensitive customer information.
  • Additional duties as assigned

Qualifications

Skills, Abilities, Experience & Qualifications

  • High school diploma or equivalent required
  • Previous call center customer care experience strongly preferred
  • Background in a customer focused role required
  • Previous experience working within a CRM system preferred
  • Punctual, dependable and reliable, with the willingness and ability to follow a strict attendance policy
  • Motivated to perform repetitive actions with a strong work ethic, follow up and relationship building skills
  • Well-developed problem analysis skills, with a proven ability to make quick and effective decisions independently
  • Ability to handle sensitive and confidential information and situation
  • Ability to gather and summarize data, find solutions, and prioritize work
  • Strong organizational, planning, and time management skills
  • Ability to handle multiple functions at one time while paying strict attention to detail and deadlines
  • Demonstrated ability to pay strict attention to detail in composing, typing and proofing materials
  • Unquestionable integrity and a team player.
  • Consistently demonstrate poise, tact and diplomacy
  • Extensive command of the English language and superior grammar and creative writing skills
  • Efficient and effective interpersonal, verbal and written communication and listening skills
  • Proficient use of Microsoft Office programs including Word, Excel and Outlook a plus
  • Ability to adapt to a fast-paced and changing work environment (i.e. increased hours, work volume, etc.)
  • Professional manner, appearance and dress
  • American Fork, Utah area resident
  • Authorized to work for any employer in the United States

Ability to pass a background check

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed