NJ Employer Lead Customer Service Agent in Newark, New Jersey
Growing wholesale Fashion Accessories Company is looking for a positive, passionate, results-driven, and professional self-starter to be responsible for our Customer Service Dept in providing all customers with an exceptional, friendly, and professional customer service experience at all times. Individual is interested in growing in this fast-paced environment with a company that is experiencing tremendous growth.RESPONSIBILITIES:Manage the overall operations of the Customer Service department and staff.Ensure all inbound calls are answered between the hours of 9:30am and 5:30pmEnsure team members accurately log customer information while maintaining dialogue(name, account number, contact information, etc.)Train, develop, and mentor team membersOversee all elements of new agent training and continuing educationMaintains the appropriate policies and procedures to support customer service agents in providing the best service possiblePromptly respond to correspondence from customers, paying close attention to detailContinually maintain working knowledge of all company products and promotions and assist team in communicating promotions and company updatesWork with upper management and our in-house software administrators to make sure the teams software tools support agents in delivering a great customer experienceHandles customer escalations with tact and graceREQUIREMENTS:Three years plus experience in a customer service, account management, or customer success role within a consumer companyExcellent written and verbal communication skills; demonstrated ability to build relationships with subordinates, peers, executives and clientsSkilled in verbal communication include active listening and reflection, speaking articulately to gather info, problem-solve, and diffuse difficult callers when handling escalationsAbility to navigate between several computer screens while actively listening and entering customer information (email, web, software application)Ability to search company database for relevant and specific informationDetail-orientedAnalytically strong, with experience using Quickbooks, Excel, and/or Salesforce along with other tools to analyze, manage and report on team performance.WE OFFER:Ideal location accessible by public transportation or carMulti-cultural, fun team environmentExplosive potential for promotion, growth, and management opportunitiesAccess to restaurantsParking LotCompetitive pay rangePaid LunchJob Growth potentialManagerial Shift is typically: 9:15am 5:45pmOur company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.* Knowledge sets include: Call Center, Customer, Customer account management software, Customer Assistance, Customer Care, Customer Relations, Customer relationship management CRM software, Customer Satisfaction, Customer Service, Customer service and support software, Customer Service Training, Customer Services, Customer Support, Desktop computers, Microsoft Excel, Microsoft Office software, Microsoft Outlook, Microsoft Windows, Microsoft Word, Sales, Sales force automation software.