Description
The Client Services Representative (CSR) provides customer support related to HSI products and services, including troubleshooting issues and responding to more complex inquiries (i.e., taking a payment, providing account information, etc.). Responsible for establishing and maintaining professional and positive relationships with customers on behalf of the company and ensuring issues are addressed consistently with company policies and practices.
Key Functions:
- Actively and consistently supports all efforts to simplify and enhance the customer experience including remaining current and adhering to all department processes
- Responsible for interfacing with customers prior to and/or after the sale of the company’s products and services; enter orders, up-sell, cross-sell HSI program materials
- Work independently and as a part of a team to resolve customer issues and requests
- Develop and maintain positive customer relationships and coordinate with various departments within the company to ensure that customer requests are handled appropriately and in a timely manner
- Offer low-level technical support to clients regarding systems, online tools, stores, and other electronic initiatives
- Consistently document customer calls and interactions
- Submit appropriate paperwork to management such as call plans, timesheets, and weekly activity reports in accordance with training procedures
- Attend educational product, professional development, seminars, and company training as recommended by management
- Collect and report competitive information to management
- Contact dormant accounts to solicit sales related to the HSI family of brands products and services as part of campaigns and call plans
- Support other members of the frontline staff team
- Perform other related duties as assigned by management
Requirements
- High school degree or equivalent related experience
- 2 - 4 years of Customer service experience in a call center environment
- 2+ years of experience working with a multi-line phone system
- Average to above-average typing skills (50-60 WPM) is preferred
- Proficient knowledge of standard office equipment (Fax, Copiers, etc.)
- Working knowledge of MS Word, Excel, Outlook, and PowerPoint
- Proficiently navigate web-based programs
Benefits
- All the coverage you would expect health, dental, vision, etc.
- Flexible work hours. We work hard, but understand that people are most productive when they can manage their own schedules and work/life balance
- Learning & Development Program. We are committed to helping you succeed as you grow your career. Plus, you have unlimited access to the HSI LMS and library of career development training!
- Work-from-home options. Where you work from is up to you
- Generous vacation time. Up to 3 weeks to start
- Retirement benefits. We want to support your future and offer a generous $1:$1 company match
This position has a hourly rate of $17/hr. Where an applicant will ultimately fall within the stated range depends on a variety of factors, including, for example, geographic location and level of experience.
We are a company that cares deeply for its employees, and we understand that all of us have lives outside of work. We encourage a balanced life, and we’ll do everything we can to ensure you find us to be a welcoming, inclusive company. We encourage people of all backgrounds and identities to apply.
