Fladger Associates · 15 hours ago
Customer Service Representative
Duluth, GA
Contract
Hybrid
New Grad, Entry LevelFladger Associates is seeking a Customer Service Representative to join their team in Duluth, GA. The role involves handling complex service interactions, addressing customer inquiries, and promoting a positive customer experience through various communication channels.
Staffing & Recruiting
Hiring Manager
Raj D'Costa
Responsibilities
Follow all company and department policies as documented. Including working a bi-annual shift as assigned from one of the scheduled times below:
8am - 5pm, 8.30am - 5.30pm, 9am - 6pm
The shift bid will be based on performance and attendance during the training
Please do not submit any candidate that is not able to work assigned shifts
Performance metrics evaluated
Retention Bonus (USD)250 @ 45 days (successful completion of new hire training) and (USD) 250 @90 days
As a Customer Representative, the individual is responsible for handling a range of complex service interactions that require one to quickly assess, clarify, and analyze the customer's needs
The types of interactions range from handling account inquiries including billing and/or order issues, website navigation, order entry, resolution of complaints, while doing so in a manner that reduces customer effort and promotes a positive customer experience
The person in this role is responsible for the documentation of customer queries and performing monitoring activities for each customer's case until resolution
The channels of service one may be handling include phone, email, and/or self-service
The individual should be able to work within a structured environment, while demonstrating flexibility and initiative to establish and achieve individual professional goals
Within company AH Quality Standards, handle service interaction, regardless of type or channel, in a manner that reduces customer effort
Anticipate customer needs and meet those needs through upselling, cross selling of products, and/or services, including support and direction on use of online account management tools
Execute needed follow-up through various communication channels such as outbound calls and emails in accordance with CompanyAH Standards
Accommodate special customer requests and rectify customer complaints with good judgment and critical decision-making skills while balancing the needs of BIAH
Resolve inquiries related to marketing programs, product, price, and order status information within established processes and procedures
Acquire and maintain an understanding of processes, procedures, and the systems used for support
Document each interaction information on each interaction, so the information can be shared throughout company AH Communicates day-to-day work status updates within the team
Collaborates with a purpose to identify common ground across diverse teams to achieve mutual and independent goals
Qualification
Required
High School Diploma is required
Basic level of job-related knowledge and department goals and strategies
Demonstrates strong competence in maneuvering Company's customer platform and systems
Exhibits great proficiency in multi-tasking and ensuring each customer interaction is handled with a high quality of care
Demonstrates great adaptability skills; adjusts easily to changes in processes and procedures Customer Care
Adapts existing processes to current method of task completion and may make recommendations; identify opportunities for improving one's work environment
Excellent written and verbal communication skills
Strong interpersonal skills with the ability to work in a close team environment
Must be able to work within several software applications including Microsoft, call center, and custom programs
Initiative & Resilience – Ability to take ownership and adapt to challenges
Prioritization & Organization – Strong time management skills and ability to handle multiple tasks effectively
Problem-Solving & Critical Thinking – Skilled in developing solutions and making sound decisions
Technical Aptitude – Comfortable learning and applying new technologies
Customer Service Orientation – Committed to deliver exceptional service and support
Innovation & Agility – Open to change and able to pivot quickly in dynamic environments
Attention to Detail – Ensures accuracy and quality in all tasks
Self-Starter – Proactive in driving results and collaborating across teams
Research Skills – Capable of gathering and analyzing information to support decisions
Preferred
Bachelor's degree from an accredited institution is preferred
Animal/Veterinary experience is a plus
Salesforce/SAP is a plus
Benefits
Retention Bonus (USD)250 @ 45 days (successful completion of new hire training) and (USD) 250 @90 days
Company
Fladger Associates
Fladger Associates is a professional, national executive search and human capital solutions firm specializing in licensed, degreed, or certified professionals in: .
Founded in 1992
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase