Tyndale USA

Customer Service Representative

Job Locations US-TX-Houston
Job ID
2024-2206
# of Openings
1
Posted Date
2 months ago(4/9/2024 3:52 PM)
Category
Customer Service

Overview

Customer Service Representatives at Tyndale strive for excellence in every interaction by handling all incoming customer calls in a professional, friendly, accurate, and timely manner. They are product and service knowledge experts, and support the growth of the organization daily. Customer Service Representatives are the voice of Tyndale and are the front line to offering top notch customer service excellence. They are organized and efficient with excellent time management skills, and seek to exceed customer expectations 100% of the time. This position is a 10:30AM to 7:00PM, M-F opportunity.

 

Follow this link to learn more about a day in the life of a Customer Service representative: https://vimeo.com/479082785/b3ace0fd22

 

Tyndale supports a strong work-life balance. This opportunity is a work from home role on a part-time, regularly-scheduled basis.

Responsibilities

  • Processing customer orders with a high level of accuracy and efficiency;
  • Assist customers with inquiries through web chat, providing assistance with website navigation, and ensuring customer satisfaction is achieved;
  • Assist customers with inquiries around areas of concern, including but not limited to, delivery, product options, lost shipments, ensuring customers are fully satisfied with the result;
  • Ability to provide call support quality assurance, including handling tense customer interaction, with focus on resolving to customer’s satisfaction;
  • Verify customer’s profile information to ensure accuracy in Tyndale systems; resolve any discrepancies through escalation path;
  • Responsible for cross-departmental verification of orders;
  • Process customer returns and replacement orders;
  • Processing internal requests through Tyndale systems, driving full resolution of issue;
  • Meet or exceed performance metrics around customer service related activities, including but not limited to: call volume, order processing accuracy, customer interaction quality, and customer care resolution;
  • Provide back-up assistance to Reception position;
  • Internal collaboration with Tyndale members to drive continuous improvement of customer experience and internal processes;
  • Clearly communicate any areas of concern or issues to be resolved within provided Customer Service escalation path in a timely manner;

Qualifications

  • High school diploma or equivalent required;
  • 1+ yrs of Customer Service related experience required; previous call center experience highly preferred;
  • Must have strong, customer centric focus;
  • Must be detail-oriented with excellent verbal & written communication skills required;
  • Microsoft Office proficiency with basic Microsoft Excel skills required;
  • Ability to prioritize tasks in a fast-paced environment;
  • Ability to provide top-notch call support, including handling tense customer interactions, striving for one-contact resolution;
  • Ability to collaborate with internal team members is a must

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