Customer Service Representative - Social Media Team

Job ID: 24-04735 Job Title: Customer Service Representative
Location: Runnemede, NJ
Duration: 5 months
Contract Type: W2 only
Pay Rate Range: $24.14/Hour
Schedule: Thursday through Monday, 9am to 5pm.

As a crucial member of our Customer Support team, you will play a significant role in providing positive experiences and building trust with our customers. This position involves being deeply connected to the operations of our dynamic collectibles marketplace, ensuring that we maintain our commitment to delivering an outstanding customer experience. If you are a customer-focused professional with a passion for solving problems and enhancing customer satisfaction, we would love to hear from you!
This role is a temporary position, will report to our Customer Service Lead and work out of our Runnemede, NJ office Thursday through Monday, 9am to 5pm.

Responsibilities:

• Monitor and respond to social media messages on behalf of the company, maintaining a positive online presence.
• Promptly respond to customer inquiries to provide timely and effective solutions, ensuring a positive customer experience.
  Proactively address customer needs and concerns, utilizing problem-solving skills to resolve issues and enhance satisfaction.
• Maintain detailed and accurate records of customer interactions, including inquiries, feedback, and follow-ups.
• Apply comprehensive product and service knowledge to assist customers, directing more complex issues to the appropriate team members when necessary.
• Consistently meet or exceed program metrics, including quality, NPS, attendance, and phone KPIs.
• Conduct regular follow-ups to ensure customer satisfaction and build long-term relationships.
• Respond to customer inquiries within established SLAs, maintaining a high standard of service.
• Deliver exceptional, white-glove service to all customers, ensuring a memorable and positive experience.
• Handle customer interactions through various channels, including calls, chats, and tickets, in a support center environment.
• Continuously adapt to changes in the scope of the job as necessitated by business demands, maintaining flexibility and a proactive approach.

Qualifications:

• 3-5 years of Customer Service experience
• High School diploma/Business Degree
• Excellent written and verbal communication skills, including active listening
• Knowledge of or ability to learn the product, service, or area of customer service specialization
• Service-oriented with a proven track record of resolving customer grievances
• Experience using customer support platforms or software such as Salesforce Support or Zendesk
• Proficient computer skills with the ability to learn new software
• Collector experience is helpful but not necessary. Sports enthusiasts welcome!