Customer Services Representative

Overview

Job Title: Customer Services Representative

As a Customer Services Representative at KPCA, you will play a crucial role in enhancing customer satisfaction and loyalty. By addressing inquiries and resolving issues promptly, you will drive a positive customer experience that contributes to our company's growth and reputation.

• Respond to customer inquiries via phone, email, and chat, ensuring timely resolution to maintain a response time of under 24 hours.
• Analyze customer feedback and trends to identify opportunities for service improvements, aiming for a 15% increase in customer satisfaction scores.
• Collaborate with the sales and technical teams to resolve complex issues, facilitating a seamless service experience and reducing escalations by 20%.
• Maintain accurate records of customer interactions in our CRM system, ensuring data integrity and accessibility for future reference.
• Develop and implement solutions for recurring customer issues, contributing to a 10% reduction in service calls over the next quarter.
• Provide training and support to new team members, fostering a collaborative environment and ensuring a smooth onboarding process.
• Assist in the development of customer service policies and procedures to enhance operational efficiency and service delivery.

• High school diploma or equivalent; a degree in business or a related field is a plus.
• Proven experience in customer service or a related role, with a minimum of 1 year in a fast-paced environment.
• Strong verbal and written communication skills, with the ability to convey information clearly and professionally.
• Proficiency in using CRM software and Microsoft Office Suite.
• Demonstrated problem-solving skills and the ability to think critically under pressure.
• Ability to work flexible hours, including evenings and weekends, as needed.

• Experience in the tech or retail industry, providing insight into specific customer needs.
• Bilingual capabilities, enhancing communication with a diverse customer base.
• Familiarity with customer service best practices and metrics, contributing to improved service strategies.
• Previous experience in training or mentoring team members.

• Competitive salary and performance-based bonuses to reward your contributions.
• Comprehensive health, dental, and vision insurance plans to support your well-being.
• P aid time off and flexible scheduling to promote work-life balance.
• Opportunities for professional development and career advancement within the company.
• A supportive and inclusive work environment that values diversity and fosters collaboration.

KPCA is an equal opportunity employer committed to creating a diverse and inclusive workplace. We celebrate the unique perspectives and experiences of all individuals and encourage applications from all qualified candidates.