The Customer Service Representative (CSR) is responsible for providing exceptional service to customers by addressing inquiries, resolving issues, and ensuring a positive customer experience. The CSR serves as the primary point of contact for customers, helping to maintain strong relationships and enhance customer satisfaction.

Key Responsibilities:

Customer Interaction:

Respond to customer inquiries via phone, email, and chat in a timely and professional manner.

Listen actively to customer needs and provide accurate information.

Issue Resolution:

Troubleshoot and resolve customer issues or complaints effectively and efficiently.

Document customer interactions and maintain accurate records of inquiries and resolutions.

Product Knowledge:

Stay informed about products, services, and promotions to provide accurate information to customers.

Educate customers on product features and benefits to enhance their experience.

Collaboration:

Work closely with team members and other departments to ensure customer needs are met.

Escalate complex issues to management as necessary.

Performance Metrics:

Meet or exceed performance metrics, including response time, customer satisfaction scores, and resolution rates.

Participate in ongoing training and development to improve skills and knowledge.

Qualifications:

Education: High school diploma or equivalent; additional education or certifications in customer service is a plus.

Experience: Previous experience in customer service or a related field preferred.

Skills:

Excellent communication and interpersonal skills.

Strong problem-solving abilities and attention to detail.

Proficient in using customer service software and Microsoft Office Suite.

Ability to work in a fast-paced environment and handle multiple tasks.

Employees at a franchise location are employed by the Franchisee and are not employees of PFHQ (the Franchisor). PFHQ neither dictates nor controls labor or employment matters for franchisees or their employees, and does not retain any reserved authority to control the terms and conditions of employment for franchisees or their employees. Each franchisee is responsible for ensuring compliance with local, state and federal law.