job description
Join Torch Solutions as a Customer Service Representative for our blended voice/non-voice account! This role offers a dynamic work environment where you'll handle both inbound and outbound customer interactions, ensuring exceptional service delivery. Enjoy competitive compensation, comprehensive health benefits, and opportunities for career growth in a company that values work-life balance.
As part of our team, you'll receive extensive training to hone your communication and problem-solving skills. Whether you're assisting customers via phone, email, or chat, you'll play a key role in maintaining our reputation for excellence. If you're passionate about customer service and eager to grow in a supportive environment, this is the perfect opportunity for you!
Responsibility
- Handle inbound and outbound customer calls, emails, and chat inquiries with professionalism and efficiency.
- Provide accurate information and resolve customer issues in a timely manner.
- Maintain detailed records of customer interactions and transactions.
- Collaborate with team members to improve customer service processes.
- Meet and exceed performance metrics, including response time and customer satisfaction scores.
- Stay updated on product knowledge and company policies to provide informed support.
- Escalate complex issues to the appropriate departments when necessary.
- Contribute to a positive team environment by sharing best practices and feedback.
Qualifications
- High school diploma or equivalent; additional education or certifications are a plus.
- Proven experience in customer service, preferably in a call center or blended support role.
- Excellent verbal and written communication skills in English.
- Strong problem-solving abilities and a customer-centric mindset.
- Proficiency in using customer service software and CRM tools.
- Ability to work in a fast-paced environment while maintaining composure.
- Flexibility to work in shifts, including weekends and holidays, as needed.
- Team player with a positive attitude and a willingness to learn.