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Lead - Customer Service Rep

Company: Missouri Star Quilt
Location: Hamilton
Posted on: May 3, 2021

Job Description:

REPORTS TO:Customer Service Manager

CLASSIFICATION:Hourly, Full-Time

SCHEDULE:Tuesday- Saturday 7:45 AM - 4:15PM

JOB SUMMARY: The CSR Lead is the direct link to our most important people: Our customers. We treat our customers as family and they are the very reason for our existence! The CSRs principal functions are to serve customers by providing product and order information and resolve product and service issues; respond to customer questions by email, answer phones, and provide solutions to any type of customer issue; represent MSQC professionally in all customer interactions. The CSR Lead listens to what customers want or need, responds to those requests, and follows up to ensure complete customer satisfaction.

ESSENTIAL FUNCTIONS:

  • Represent MSQC in a professional manner in all communications.
  • Demonstrate in-depth knowledge of MSQC operations, quilting, online tutorials, retreats, and other events.
  • Answer and respond to incoming calls/emails from customers about orders, shipping, delivery, etc., promptly and professionally.
  • Watch call queue and manage representatives availability.
  • manage productivity by assigning tasks.
  • Suggest other products that might interest the customer based on the current purchases.
  • All responses must be grammatically correct, professional and express gratitude for the customers business.
  • Contribute to team effort by accomplishing results in an exemplary manner.
  • Process shipping claims as needed.
  • Maintain the quality of their team's responses with quality checks and coaching.


MINIMUM QUALIFICATIONS:
  • High School diploma
  • Previous experience in the customer service industry required
  • In-depth knowledge of MSQC operations and the quilting industry


Competencies:
  • Strong customer service and service delivery orientation
  • Excellent planning and organizational skills
  • Strong interpersonal skills with the ability to interact effectively at various social levels and across diverse cultures
  • Excellent oral and written communications skills
  • Ability to be an effective leader and collaborate with a team approach
  • Ability to take initiative, provide solutions, and achieve results
  • Able to multi-task


Physical Requirements:
  • This position is primarily sitting with repetitive use of hands and fingers while operating a keyboard and phone.
  • Lifting up to 25 pounds occasionally.


MSQC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Keywords: Missouri Star Quilt, Saint Joseph , Lead - Customer Service Rep, Other , Hamilton, Missouri

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