Job Description
A Customer Service Representative (CSR) provides support to customer accounts and handles any team calls routed to them. Responsibilities include, but are not limited to, assisting customers via phone, chat, and email; processing orders; and issuing credits and return authorizations. The CSR serves as the primary point of contact for customer inquiries. They also support the sales team by answering questions and troubleshooting issues. The CSR is responsible for ensuring timely resolution and closure of all reported issues. Shift will be 9am-6pm. Organizational Relationship This position reports to the Supervisor – Retail Customer Service Accountabilities Effectively communicates with customers team service agents and management. Serves as key interface to MBCI customers in responding to customer inquiries including but not limited to order status product information claims/returns order processing account status and sales program. Assesses customer-related problems or issues to develop and implement appropriate resolution; responds to consumer and customer inquiries with due diligence Responds promptly to customer requests claims resolution order update and order confirmations investigate requests for no charge replacement items. Interacts appropriately with all MBCI departments to resolves issues. Shows proficiency and high level of expertise with all business systems as they pertain to this organization. Answers incoming calls according to department standards and provides appropriate and timely customer feedback. Processes product returns credits bills. Provides order entry for multiple brands. Ensures familiarity with the full breadth of products from stock to custom. Use knowledge of all aspects of customer service functions to successfully maintain daily account responsibilities. Excellent phone and order entry skills. Excellent understanding of basic product knowledge. Self-development/continuous education- develops with Supervisor. Maintain knowledge of new
