Job description

Summary/Objective: The role of the Customer Service Representative – is to use active listening skills to identify customer concerns after having a retail purchase return declined by the store. CSR’s cannot authorize a return, they can only listen to the customer’s complaints and politely repeat that the customer is not eligible to make a return.

Essential Functions:

• Listen to the customer, who may be angry or frustrated at the situation, describe the issue
• Maintain composure while the customer vents their frustration
• Follow script points to keep calls on track and resolved
• Become proficient with TRE proprietary software and maintain all KPI statistics

Other Functions:

• Type at least 35 WPM while talking to the customer
• Gain an understanding of the TRE product and the role of CSS Corp in supporting TRE
• Remain empathetic and concerned even though the customer will not be able to return the merchandise

Work Environment/Physical Demands:

• Discussing trouble-ticket activity and incidents in face-to-face meetings with team management
• Prolonged sitting at a desk in a supportive office chair.
• Typing incident notes, compiling reports and troubleshooting Help Desk incidents to resolution
• Work in a call center environment and maintain required business hours.
• Handle a high call volume and managing the customer expectations

Required Education/Experience and Competencies:

• High School or GED required
• Must be able to repeatedly and firmly tell the caller that the store will not accept the return
• 1 - 2 years of help desk experience in a call center environment (or equivalent) is desired
• Personality attributes: Outgoing, empathetic, patient, pleasant and calm
• Willingness/ability to work overtime to support customers, as needed
• Telephone communication skills; remain empathetic and courteous while speaking to customers about frustrating, merchandise return problems
• Excellent time management skills, be accountable for and properly work time and break time
• Good written communication skills; type updates to trouble tickets to include detailed troubleshooting comments and details; must demonstrate close attention to detail

Job Type: Full-time

Salary: $14.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• Weekend availability

Work setting:

• Remote

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Required)
• Help desk: 1 year (Required)
• Call center: 1 year (Required)

Language:

• Spanish (Required)

Work Location: Remote

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