Customer Service Representative

Job description

Job Summary The Customer Service Representative is responsible for handling customer inquiries, resolving issues, and providing a positive service experience across multiple communication channels, including phone, email, chat, and in-person interactions. This role requires strong problem-solving skills, professionalism, and attention to detail to ensure timely resolution of customer concerns while maintaining high service standards. Essential Functions: - Responds to customer inquiries via phone, email, live chat, and written correspondence, ensuring a courteous and professional interaction. - Handles inbound calls from both internal and external customers, creating service cases and documenting all interactions accurately. - Demonstrates empathy and active listening skills to understand customer concerns and provide appropriate resolutions. - Researches and resolves customer complaints, billing issues, and service-related concerns in accordance with company policies and procedures. - Accurately updates and maintains customer records and case notes in the system, ensuring complete documentation of issues and resolutions. - Works collaboratively with internal departments to escalat...