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    Customer Service Representative - Dallas, United States - Cross Resource Group

    Cross Resource Group
    Cross Resource Group Dallas, United States

    4 weeks ago

    Default job background
    Description

    2 Weeks training onsite, remote but flexible for remainder of contract

    Job Summary:
    As a Customer Service Representative (CSR), you bring value to the organization with your ability to handle virtually any customer related situation, regardless of their difficulty, with Integrity, Excellence, and a Servant's Heart. The Customer Service Representative takes ownership of every customer inquiry - whether from a Store Manager, Distributor, Customer, or Store Owner - to deliver complete and thorough resolution or enlist the appropriate resources to that same end, ultimately delivering the best possible customer experience. Works under close supervision.
    Key Responsibilities:

    • Triages incoming inquiries to efficiently discern, resolve and/or reassign to the appropriate resources for resolution.
    • Leverages appropriate technology and resources to thoroughly research and address the root cause of customer inquiries.
    • Maintains customer accounts and the details of each customer interaction within the Customer Relationship Management (CRM) tool.
    • Ensures Partner satisfaction by providing back-end office support for sales, ordering, invoicing, shipping, warranties and other business-related needs.
    • Adheres to all established service level expectations and performance standards.
    • Provides critical feedback to Customer Service leadership regarding trends, exceptions, or other unusual experiences.
    • Other related duties as assigned.
    Qualifications:
    • High school diploma or GED is required.
    • 1 - 2 years customer service experience preferred.
    • Must be fluent in English with excellent verbal and written communication skills; fluent in Spanish is a plus.
    • Able to communicate effectively with all levels of internal and external customers.
    • Must possess superb telephone etiquette and have solid vocabulary and math skills.
    • Motivated self-starter with pleasant personality and professional demeanor.
    • Able to use reason and critical thinking to identify, research, and resolve various issues.
    • Must be organized with strong time management skills.
    • Proficient with general office machines (PC, copier, fax, etc.) and Microsoft Office components (Outlook, Word, Excel).
    • Dependable and consistent performance and attendance.
    • Battery, automotive or industrial knowledge helpful but not required.
    • Accurate typing at least 35 words per minute.
    • Ability to manage multiple tasks while maintaining a high level of accuracy.
    • Ability to focus in an open work environment with multiple distractions.
    • Available to work within business hours of 7:00 AM to 7:00 PM.
    Scope Data:
    • Interfaces and communicates with various internal and external customers. Work Environment:
    • Ability to sustain posture in a seated position for prolonged periods of time.
    • Regularly required to use hands to grasp or handle, talk and hear, stand and walk.
    • Specific vision abilities include close vision, depth perception and ability to adjust focus.
    • Ability to occasionally lift and/or move 20+ lbs.
    • Prolonged use of personal computer & telephone with a headset.
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