Customer Service Representative

The Customer Service Representative provide solution-based support to our most valuable stakeholders, our customers. They aim to leverage passion and ability to understand our customer's needs to provide service at a level that exceeds expectations. As a CSR with Travers, you will be responsible for: ORDER PROCESSING (PHONE, EMAIL, WEB, MARKETPLACE or other Order Sources): Provide Support to Telesales, Field Sales, Web, Marketplace, Assigned and Unassigned Customers. Work in a team environment to answer all inbound calls, emails, and tickets in a professional manner and within our service level agreement timeframes. Make outbound calls to promote repeat business of first-time customers as well as other campaigns deemed necessary by management.Assist customers with placing orders, returns, quotes, non-stocks, catalog requests, product questions, tracking updates, and any other customer inquiries.DATA HYGIENE (LIST HYGIENE, CATALOG REQUESTS, CONTACT UPDATES): Assist customers with placing orders, returns, quotes, non-stocks, catalog requests, product questions, tracking updates, and any other customer inquiries. Fully resolve and follow up with customers on any outstanding issues.CUSTOMER SERVICE ISSUES (RETURNS, ORDER TRACKING): Assist customers with placing orders, returns, quotes, non-stocks, catalog requests, product questions, tracking updates, and any other customer inquiries. Fully resolve and follow up with customers on any outstanding issues. Maintain and promote high standards of customer service.SALES SUPPORT (QUOTES, OUTBOUND FOLLOW UP): Make outbound calls to promote repeat business of first-time customers as well as other campaigns deemed necessary by management.Work with our vendors to obtain quotes, get product information, and track updates. Take on additional reports and/or duties if needed to help support the team.PRODUCT SELECTION (TECH SUPPORT, PRODUCT SELECTION): Assist customers with product questions and help obtain product information from vendors.METRICS: SERVICE SLA's:Inbound ticket resolution SLA: 95% within 1st reply (for Sales Opps) and closure SLA of relevant skill defined SLA. Inbound call pick up "speed of answer" SLA: 90% picked up within 8 secondsQUALITY / ACCURACY:Call observe score > 95%Entry accuracy > 99.8 % (less than 2 per 1000) - see current reporting and define baseline Post call / Post Ticket survey > 4.5 out of 5# of updates or new contacts to CAM contacts db per hour workedSALES CONVERSION:Phone Order to Call Ratio > 50%Phone AOV Phone Lines per Order Revenue processed per hour worked PRODUCTIVITY:Units of work per hour Lines entered per hour Available = Time on Call plus Time in Available mode / Staffed Hours QUALIFICATIONS: Highschool Education or Equivalent.Must be a self-starter and proactive.Commitment to excellence and high standards.Excellent written and verbal communication skills.Good judgement with the ability to make timely and sound decisionsCreative, flexible, and innovative team playerDemonstrated ability to make successful presentations to individuals and/or groups at all levels of an organizationStrong organizational skills; able to manage priorities and workflow.Ability to work independently and as a member of various teams and committees.Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.Excellent problem resolution and consultative sales skills.Proven ability to handle multiple projects and meet deadlinesStrong interpersonal skills.Ability to prepare reports and business correspondence. Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

Created: 2024-10-29