Job Openings

Customer Service Rep

Job ID: BH409081

Category: Call Center, Customer Service

Specialty: Other

  • As a Customer Service Representative, you will be an integral part of our world class team providing an extraordinary customer experience to our customers, delivering white glove service to drive high satisfaction and build brand loyalty. You will perform a full range of customer service activities across multiple communication channels such as obtaining information from customers, taking orders, responding to inquiries or problems and educating customers on how to use our product.

    Responsibilities:

  • Serve as the front line to our customers delivering exceptional service and presence

  • Drive Brand loyalty through expertise in our products and programs

  • Working through phone, email, chat and on-line review communication, serve as the primary source of information to answer customer inquiries regarding the our product and its use

  • Assist with placement of orders

  • Troubleshoot customer issues over the phone and deliver recommended solutions

  • Escalate, research and involve other departments as necessary to resolve customer need

  • Utilize computer technology to handle high call and email volumes 

  • Document interactions in CRM

  • Support special order and return processing as required

  • Demonstrate a positive attitude in approaching challenging situations 

  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience

  • Maintain a balance between customer benefit and company policy in decision making. Handle issues in the best interest of both customer and company

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    Key Candidate Characteristics:

    The successful candidate will have a leadership style that includes the following characteristics:

  • Highest ethical standards

  • Outstanding communication skills verbal and written

  • Team oriented individual with good listening skills

  • Ability to anticipate challenges before they arise and propose appropriate solutions

  • High energy, results oriented, and determined to do all that is necessary to assist in the success of the company—Have a “nothing is beneath me” attitude

  • Attention to detail with an orientation towards repeatable and efficient processes

  • Dynamic with a true entrepreneurial spirit and passion for a fast-paced, growing environment

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    Minimum Requirements:

  • Extremely motivated, results oriented individual who is very self-directed and comfortable thinking and reacting quickly

  • 3+ years related experience in customer service or customer facing environment 

  • Demonstrated passion for excellence with respect to treating and caring for customers

  • Ability to communicate clearly and professionally, both verbally and in writing.

  • Strong technical skills to support management of processes across multiple platforms

  • Keen attention to detail

  • Ability to multitask, prioritize and manage time effectively

  • Strong decision making and analytical abilities

  • Ability to judge urgency and follow up immediately

  • Understanding of Net Promoter Score, Social Media Engagement, On-Line Ratings and Reviews

  • Proficient with Microsoft Office Suite of products – Excel, Word and Power Point

  • Experience using Microsoft Dynamics or similar CRM system 

  • Familiarity with using contact center applications to manage telephone call and email workflow 

  • Team player with positive, confident attitude toward driving company success 

  • Adaptability to changes in the work environment; able to deal with frequent change, delays, or unexpected events

  • Ability to work weekends during the Holiday period from mid-November to late December

  • BA/BS or equivalent work experience

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The Planet Group of Companies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Type: Temp/Contract

Location: Bedford, Massachusetts