Job description
Customer Service Representative
Job Description
ProClip USA, Madison, WI
2023
About Us
At ProClip, we believe in improving the productivity of people who use mobile devices on the job every day while protecting the technology investments for companies that depend on them. We develop and distribute mounting solutions for both personal and business use across multiple industries, creating high-quality device mounts that are precision designed with built-to-last quality meeting very specific requirements.
About You
As a Customer Service Representative, you will be responsible for responding to inbound calls, emails and live chats from both new and returning customers. You will assist in ensuring adequate inventory is available to respond to customer requests by reviewing our CRM, and at times collaborating with the warehouse and other departments. Our ideal candidate possesses strong attention to detail, is self-motivated, has excellent multitasking ability and a willingness to go above and beyond.
Schedule
Monday – Friday
8:00am – 5:00pm
Essential Duties and Key Responsibilities
- Field inbound calls, emails and live chats to provide customers with thorough and accurate end-to-end customer service
- Assist customers in building mounting solutions from start to finish, while maintaining a professional and courteous demeanor
- Aid customers with returns and warranty requests and provide appropriate alternatives
- Use problem-solving skills and critical thinking to troubleshoot and resolve customer inquiries and issues
- Handle customer complaints and provide appropriate solutions and alternatives within a timely manner, and follow up to ensure resolution
- Keep detailed records of customer interactions, complaints, accounts, and documents, and add clear notations on existing records
- Generate sales leads to pass off to our sales team from incoming calls, emails, and chats
- Follow communication procedures, guidelines, and policies for the department
- Continuously look for ways to improve the customer experience and provide feedback to the appropriate team
Skill Requirements
- Excellent verbal and written English communication skills
- Proficiency in Microsoft Office and CRM systems (We use NetSuite)
- Minimum of 50 WPM typing with at least 90% accuracy (https://wpmtest.org/)
- Ability to prioritize and manage time effectively
- A willingness to learn and receive coaching
Qualifications
- High School Diploma or equivalent
- Previous experience in an end-to-end customer service role
Benefits & Perks
At ProClip USA, we understand that financial incentives and excellent benefits are important aspects of the job you choose. We offer highly competitive financial compensation and a benefits package that includes:
- Excellent health, dental and vision insurance
- 401k with a 3% company contribution
- 3 weeks of paid time off in year 1, with an additional week added at year 3, and another week at year 5
- 4 days of volunteer time off
- 8 – 10 days of company holiday
- Phone upgrade program
- Employee discount
- Partner discount programs
Compensation
$21.00+ dependent on skill and experience level
Job Type: Full-time
Pay: From $21.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
Shift:
- Day shift
Weekly day range:
- Monday to Friday
Work setting:
- Office
Work Location: Remote
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