Customer Service Representative

Job Title: Customer Service Representative
Job Type: Contract
Duration: 12 Months Contract
Location: Baltimore, MD 21202
Hybrid role - 3 days onsite/week
Overview:
A Mid-level Customer Service Representative is responsible for providing high-quality customer service and support to customers of a company.
Responsibilities may include:

• Handling a wide range of customer inquiries, issues, and requests via phone, email, or chat.
• Providing information about products or services, including detailed explanations of features, pricing, and specifications.
• Processing orders, returns, and exchanges accurately and efficiently.
• Resolving customer complaints or issues in a timely and effective manner.
• Escalating complex or unresolved issues to senior customer service representatives or management.
• Maintaining accurate and detailed records of customer interactions and transactions.
• Following up with customers to ensure their satisfaction and resolve any outstanding issues.
• Collaborating with other departments, such as sales or marketing, to address customer needs or concerns.
• Keeping up-to-date with product knowledge, industry trends, and company policies.
• Providing feedback to management on customer trends, issues, and suggestions for improvement.

Required skills:

• A Mid-level Customer Service Representative should have excellent communication and interpersonal skills, as well as a strong customer focus.
• They should be able to handle difficult or challenging situations with professionalism and empathy.
• Previous customer service experience and a solid understanding of customer service principles and practices are important for this role.