Customer Service Representative (CSR)
29 days ago
Germantown
Job Summary We are seeking a friendly, professional, and customer-focused Customer Service Representative to join our team. The Customer Service Representative will serve as a primary point of contact for customers, providing accurate information, resolving questions and concerns, processing requests, and ensuring a positive customer experience. The ideal candidate is an excellent communicator who can remain calm and professional in challenging situations, solve problems effectively, manage multiple priorities, and build strong relationships with customers. This position requires strong attention to detail, patience, empathy, and the ability to work independently as well as part of a team. Key Responsibilities • Respond promptly and professionally to customer inquiries by phone, email, chat, social media, or other communication channels., • Provide accurate information regarding products, services, pricing, policies, orders, accounts, and company procedures., • Listen carefully to customers to understand their needs, questions, and concerns., • Resolve customer complaints and service issues efficiently while maintaining a positive and professional attitude., • Research problems, identify appropriate solutions, and follow up to ensure issues are fully resolved., • Process customer orders, returns, exchanges, cancellations, refunds, payments, and account updates as required., • Assist customers with account setup, account changes, billing questions, and general service requests., • Document customer interactions, concerns, resolutions, and relevant information accurately in the company's CRM or customer service system., • Escalate complex, sensitive, or unresolved issues to the appropriate department or supervisor., • Follow established customer service policies, procedures, and quality standards., • Maintain a thorough understanding of company products, services, systems, promotions, and policies., • Identify opportunities to educate customers about products, services, or solutions that may meet their needs., • Coordinate with sales, operations, billing, technical support, shipping, and other departments to resolve customer issues., • Follow up with customers when necessary to provide updates or confirm resolution., • Meet established performance standards for response time, customer satisfaction, accuracy, productivity, and issue resolution., • Protect confidential customer and company information and follow applicable privacy and security procedures., • Stay informed about changes to company policies, products, services, and procedures., • Contribute to a positive team environment and assist coworkers when needed., • Identify recurring customer issues and communicate trends or recommendations to management., • Perform other customer service and administrative duties as assigned. Required Qualifications • High school diploma or equivalent required., • Previous customer service, retail, call center, hospitality, administrative, sales, or related experience preferred., • Strong verbal and written communication skills., • Excellent listening and interpersonal skills., • Strong problem-solving and decision-making abilities., • Professional, courteous, and positive attitude., • Ability to handle difficult or upset customers calmly and respectfully., • Strong attention to detail and accuracy., • Ability to multitask and prioritize responsibilities in a fast-paced environment., • Comfortable using computers, email, customer relationship management systems, and standard office software., • Ability to learn new software, systems, products, and procedures quickly., • Strong organizational and time-management skills., • Ability to work independently while also collaborating effectively with a team. Preferred Qualifications • 1–3 years of customer service or customer-facing experience., • Experience working with CRM, ticketing, point-of-sale, or call-center systems., • Experience handling billing, orders, returns, refunds, or account-related inquiries., • Previous experience in a high-volume customer service environment., • Bilingual or multilingual communication skills, depending on business needs., • Experience meeting customer service performance metrics or service-level requirements. Key Skills • Customer service, • Active listening, • Verbal and written communication, • Conflict resolution, • Problem-solving, • Empathy and patience, • Product and service knowledge, • Computer proficiency, • Data entry and documentation, • Time management, • Multitasking, • Attention to detail, • Teamwork and collaboration, • Professionalism, • Adaptability, • Relationship building Performance Expectations The successful candidate will be expected to: • Provide consistently excellent customer experiences., • Respond to customers within established service standards., • Resolve customer issues accurately and efficiently., • Maintain accurate and complete customer records., • Demonstrate professionalism in all customer interactions., • Meet applicable productivity, quality, and customer satisfaction goals., • Follow company policies and procedures., • Maintain a strong knowledge of products, services, and processes., • Communicate effectively with customers, coworkers, and management. Work Environment This position may be performed in an office, call center, retail location, or remote/hybrid environment, depending on company needs. The role may involve extended periods of computer use, frequent communication with customers, and handling a high volume of inquiries. Employees may be required to work varying schedules, including evenings, weekends, holidays, or overtime, depending on business operations and customer demand. Physical Requirements • Ability to sit or stand for extended periods, depending on the work environment., • Ability to use a computer, telephone, and other standard office equipment., • Ability to communicate effectively by telephone and electronically., • Ability to perform repetitive computer and data-entry tasks., • Reasonable accommodations may be provided to qualified individuals with disabilities in accordance with applicable law. Compensation and Benefits The company may offer a competitive compensation and benefits package, which may include: • Competitive hourly or salaried pay, • Performance-based incentives or bonuses, • Medical, dental, and vision insurance, • Paid time off and holidays, • Retirement savings plan, • Employee discounts, • Professional development and training, • Career advancement opportunities, • Flexible, hybrid, or remote work options where applicable Specific compensation and benefits should be customized based on the position, location, and company policies. Equal Employment Opportunity Orgenesis is an equal opportunity employer. We are committed to providing a workplace free from unlawful discrimination and harassment. Employment decisions are based on qualifications, skills, experience, business needs, and other lawful factors. We encourage qualified candi
