Operations Supervisor leading a team in call center operations with a focus on management and quality assurance. Responsible for staff training, performance monitoring, and adherence to company policies.
About the role
- Customer Service Representative at ASC managing client inquiries and ensuring satisfaction through prompt and professional customer support. Collaborating with sales to grow existing customers.
Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, and live chat with a drive toward first-contact resolution.
- Assist customers with product and service-related questions, technical issues, and account management.
- Resolve customer complaints and concerns with patience, empathy, and efficiency. Process RMA’s, credits, and debits in the company portal/CRM.
- Collaborate cross-functionally to address customer needs and escalate complex issues when necessary.
- Process RFQ’s from customers and outside sales with great accuracy, efficiency, and timeliness in the company’s ERP platform
- Identify opportunities for process improvements to enhance the overall customer experience.
- Stay up to date on product/service offerings policies, and procedures.
- Accurately document customer interactions and transactions in ASC’s CRM system.
- Build credibility and trust with assigned customer base while influencing buying decisions and customer-focused solutions.
- Monitor KPI’s in the PowerBi Dashboards to ensure best-in-class service.
- Other duties as assigned
Requirements
- Bachelor's degree or equivalent work experience in a B2B Customer Service role.
- Excellent communication skills (verbal and written) with ability to handle conflict resolution.
- Strong problem-solving abilities with a customer-focused mindset.
- Ability to remain calm and composed under pressure.
- Proficiency working in a ERP. CRM experience is a plus.
- Flexibility to work in a fast-paced environment and adapt to changing priorities.
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