The Fountain Group is hiring: Customer Service Rep - Customer Service - Junior i

Overview

We are a national staffing firm and are currently seeking a Customer Service Rep (remote) for a prominent client. This position is located in Framingham, MA (remote).

Details

• Pay rate: $22/hr based on experience
• This is a remote role.
• 3-month contract to hire
• Work Schedule: Friday-Tuesday 9am-5pm EST; Training Schedule: Monday-Friday 10am-6pm EST

Responsibilities

• Answer customer service correspondences, including phone calls, letters, internet e-mails, chat, and/or social media comments. Field customer questions, resolve standard customer complaints, document information in the customer tracking system and ensure effective communication at all levels. Monitor Facebook, Twitter, Instagram, TikTok and respond to customer comments/questions.
• Respond accurately, promptly and effectively to all forms of customer communication, including phones, letters, Internet e-mails, chat, social media referrals.
• Resolve difficult and sensitive customer issues in an objective and timely manner, using problem solving and negotiation skills.
• Communicate with District Managers, Store Managers and Home Office personnel to resolve customer problems and answer questions. Escalate serious issues to protect the company/brand.
• Document customers and store information in the customer tracking system. Code correctly and provide continuous updates until the issue is resolved and ready to close.
• Promote a positive Company image in support of Customer Service objectives and mission statement.
• Make sound judgment calls that align with the brand, escalation and customer service policies for social media customer related issues by following social media moderation guidelines.
• Multitask in a fast-paced environment and moderate a high volume of inbound/outbound content to provide good customer service follow up and follow through.

Qualifications

• PC knowledge including email; Word and Excel preferred
• Typing skills
• Social Media Moderation Experience preferred
• Ability to separate emotion and respond objectively
• Works well in a team environment
• A minimum requirement for high-speed internet connection
• Need quiet workspace, free of background noise, and good for video meetings/chats
• Able to handle heavy call volume

If you are interested in hearing more about the position, please respond to this posting with your resume attached.