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Job Description
- Handles incoming emails and web chat interactions.
- Identify and predict potential needs of each customer and communicate solutions in an empathetic and courteous manner.
- Work toward first call resolution on questions, quotes, and orders. This includes taking orders on the fly, organizing information, and finishing the call on the call.
- Clearly communicate feature and benefits of applicable products and services in terms the customer will understand, while taking into account regional and industry terminology.
- Communicate with other departments and co-workers to maximize a consistent experience for the customer and to leverage information uncovered during customer interactions.
- Effectively and creatively navigate all resources to gain the knowledge base needed to problem solve and grow.
- Price negotiate to secure business while balancing the long-term relationship of WSC and the customer.
- Learn and adhere to all internal procedures to promote consistent and efficient service to the customer.
- Meet or exceed all established metrics for quantity and quality.
- Supplement other departments during slow periods, including Marketing, Production and Human Resources.
- Consistently display a positive and helpful attitude with customer and co-workers.
- Practice and display empathy, patience, and care on every customer and co-worker interaction.
- Effective verbal and written communication skills with the ability to adapt to regional and industry terms.
- Effective organizational skills.
- Proficient time management and task prioritization skills.
- Independent decision-making skills, initiative and accountability.
- A willingness to accept coaching, criticism, and the ideas of others.
- A natural curiosity in our customers’ business and ask relevant questions that will positively impact both the customer and the business relationship.
Job Requirements
- Fluency in English.
- High school diploma, general education degree or equivalent.
- Experience in CS is a plus.
- Familiar with handling emails and chats.
- Familiar with sending Business E-mails.
- Ability to stay calm when customers are stressed or upset.
- Comfortable using computers.
