Job Information
Spiritus Systems Company Customer Service Representative in Aberdeen, North Carolina
[Spiritus Systems is currently searching for a Customer Service Representative. Spiritus Systems is a rapidly growing veteran-owned small business that manufactures tactical nylon equipment based in Aberdeen, NC.We arelooking for amotivated,dependable, hardworking individual to join our team with the potential for growth and development.
**[POSITION [Customer Service Representative
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Manages the customer experience from beginning through completion, being the face of Spiritus Systems and providing excellent and timely care for all email, website, phone and in-person inquiries.
Acts as customer support representative to any future applicable projects, such as a physical store expansion, that the company may embarkon.
Creates and manages (assigns, tracks, and closes) support tickets on behalf of customers (including returns and quality issues), coordinating with other departments and outside contacts (e.g., carrier reps) as needed to assess and make decisions on the best outcome of service.
Evaluates daily order queues for release to Shipping (e.g., scans for large and/or fraudulent/suspicious orders, customer messages/emails), placing orders on hold and creating tickets as needed.
Develops and maintains a full understanding of all Spiritus Systems and third-party products to aid in providing product knowledge and assistance to customers. Directs customers to online resources for troubleshooting product issues; consults with other departments for assistance as needed.
Creates and maintains reports and documents based on customer interactions (e.g., canned response and ticket libraries, trackers, monthly QA reports).
Communicates with directors and department managers (including Production, Shipping, Administration, Marketing, Bookkeeping and Quality Assurance) to facilitate customer interactions and outcomes.
Suggests to management ideas and recommendations for improving customer care.
Performs administrative, clerical, and other tasks regarding any aspect of customer support.
Organizes and evaluates efficiency through methods that may include workflow, workstation organization, and time management.
Fills in as back-up for the receptionist, greeting clients, visitors, and guests; determining the purpose of each persons visit; and directing or escorting him/her to the appropriate location. Collects signed NDAs, manages the visitors and order pickup logs, signs out badges, etc.
Fills in as back-up for the receptionist to answer, screen, and direct phone calls to staff; takes messages and transfers calls.
Fills in as back-up for the receptionist to maintain security by following all Spiritus Systems safety/security policies and procedures.
Assists in maintaining bailment and sales stash inventory.