Job Description

JOB DESCRIPTION

T-H Marine is looking for a Customer Service Representative (CSR) to provide various levels of assistance to customers, including product information, order status, and resolution of any issues that arise, communicating with customers via email, web, and phone. The ideal candidate will be enthusiastic about providing support to T-H Marine customers, and eager to learn about our products, vision, and values. They will be an active problem solver and use all resources available to them in assisting customers. A CSR must approach customers and fellow employees with patience and empathy while maintaining a standard of excellent customer service. 

RESPONSIBILITIES

• Mange high call volume
• Identify and assess customers’ needs
• Provide accurate, valid and complete information 
• Handle customer complaints, provide solutions, follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Meet call volume expectations and response time requirements within support tickets

SKILLS

• Excellent written and verbal communication skills, with customers, co-workers and management 

• Familiarity with CRM systems and practices

• General computer skills, including MS Office applications, data entry, etc.

• Able to listen to and empathize with customers, and deescalate customer service situations

• Comfortable working with public as well as dedicated accounts

• Ability to multi-task, prioritize, and manage time efficiently

REQUIREMENTS: 

• High school diploma or GED equivalent 
• Must be eager to learn and able to work as part of team
• Customer support experience 
• Ecommerce experience is preferred but not required

JOB TYPE: FULL-TIME

This will be a first shift position working Monday through Friday