Customer Service Representative

Candidates for this role must be local to St. George, UT - living within 50 miles. Job Summary Dedicated and empathetic Customer Service Representative to provide exceptional online email support to our valued customers. Representatives of our customer service department will play a pivotal role in maintaining our company's reputation for delivering outstanding service and building strong customer relationships.

Essential Functions and Responsibilities of the job include but are not limited to :

• Email Correspondence: Respond promptly and professionally to customer inquiries, concerns, and requests via email. Address a wide range of topics, including product inquiries, order status, technical support, and more.
• Problem Solving: Identify customer issues, troubleshoot problems, and provide effective solutions to ensure customer satisfaction. Collaborate with other teams within the company to resolve complex issues.
• Product Knowledge: Develop a deep understanding of our products, services, and policies to accurately assist customers and provide them with accurate information.
• Empathy and Patience: Exhibit empathy, patience, and active listening when interacting with customers. Understand their perspectives and emotions while offering helpful solutions.
• Conflict Resolution: Handle challenging situations and customer complaints professionally, turning negative experiences into positive outcomes whenever possible.
• Process Improvement: Provide feedback on recurring customer issues and suggest improvements to enhance the customer experience and optimize operational processes.
• Responsible for answering emails in the edit accounts folder and shipping issues folder (including shipping damages).
• Training and Knowledge Sharing: Assist with training and onboarding by sharing product, policy, website, and customer service knowledge with new and existing team members.
• Communicating with Customer Service Manager, and department heads.

Qualifications

• Excellent Written Communication: Strong written communication skills with a keen attention to grammar, spelling, and clarity in email responses.
• Empathy: Genuine empathy and a customer-centric mindset to understand and address customer needs effectively.
• Problem-Solving Skills: Proven ability to analyze problems, think critically, and provide effective solutions.
• Time Management: Demonstrated capability to manage time efficiently and prioritize tasks to meet response time goals.
• Adaptability: Flexibility to adapt to changing processes, software, and customer demands.
• Team Player: Willingness to collaborate and support team members to achieve common goals.
• Technical Aptitude: Comfortable using customer service software, email systems, and other relevant tools.
• Experience: Previous customer service experience, especially in an online/email support role, is a plus.
• In depth knowledge of the Seint website, checkout process and policies.
• Knowledge of shipping procedures and replacement policies