Location

Eugene, Oregon

Seniority Level

Entry-level

Employment Type

Permanent

Basic Function

The Customer Service Representative (CSR) will be responsible for managing inbound and outbound calls from a telephone queue and live chats. The CSR will provide excellent customer service while going above and beyond to ensure our customers’ needs are met.

Responsibilities

  • 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
  • Align with outreach and sales support in the assigned territory
  • Work independent or 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, store and other electronic initiatives
  • Know and keep current on all customer services processes
  • Consistently document customer calls and interactions
  • Abide by confidentiality standards as outlined by Human Resources and your management team
  • Punctual with assigned work schedule and breaks
  • Work with customers to de-escalate situation and resolve issues as needed
  • Submit appropriate paperwork to management such as call plans, time sheets, weekly activity reports in accordance with training procedures
  • Attend educational product, professional development, seminars and company trainings as recommended by management
  • Collect and report competitive information to management
  • Contact dormant accounts to solicit sales related to the HSI family of campanies as part of campaigns and call plans
  • Support other team members as needed
  • Perform other related duties as assigned by management

Skills and Abilities

  • Must have the ability to quickly identify, analyze and solve customer issues
  • Must have the ability to clearly communicate (written and oral) with all levels of customers
  • Must have the ability to document detailed issues in a concise way
  • Must have the ability to work in a fast-paced environment and manage competing priorities
  • Must have strong interpersonal problem-solving skills with the ability to put customers at ease

Qualifications

  • 3+ years of relatable customer service experience
  • Associates degree from an accredited college is preferred
  • 3+ years of experience working multi-line phone systems
  • Average or above average typing skills (50-60 WPM)
  • Intermediate knowledge of standard office equipment (i.e., fax, copiers)
  • Working knowledge of Microsoft Word, Excel, Outlook, PowerPoint
  • Proficiently navigate web-based programs

APPLY

To learn more call 1-800-447-3177 or send us an email: customerservice@hsi.com