[Hiring] Customer Service Representative @BuildASign

Role Description

The Customer Service Representative provides support to customers across assigned queues, brands, or accounts. This role is focused on delivering a white-glove customer experience by developing strong knowledge of the products, services, processes, promotions, and customer needs within their assigned area. This person should be customer-focused, detail-oriented, comfortable navigating complex situations, and committed to creating an outstanding experience with every interaction.

Key Responsibilities

• Deliver an outstanding experience that makes customers feel heard, valued, and supported.
• Serve as a knowledgeable resource for customers within assigned brands, accounts, products, or areas of specialization.
• Develop and maintain in-depth knowledge of assigned websites, products, services, promotions, production processes, customization tools, order processes, and delivery expectations.
• Provide support to customers through phone and email and other designated communication channels.
• Troubleshoot and resolve order, product, website, delivery, and other customer concerns, including situations that may require additional research or coordination.
• Partner effectively with internal teams to resolve customer needs and ensure a seamless experience.
• Accurately document customer interactions, actions taken, commitments made, and relevant follow-up.

Desired Outcomes

• Meet or exceed established performance goals.
• Meet established productivity and adherence expectations.
• Consistently demonstrate ownership and one-contact resolution whenever possible.
• Deliver a consistent, high quality experience across assigned queues, brands, or accounts.

Key Qualities and Skills

• Customer service-orientation – be warm, personable, courteous, and solution-focused.
• Excellent attendance is essential – we need you here to provide an outstanding experience for our customers.
• Organization and strong attention to detail.
• Excellent problem-solving skills.
• Success in a fast-paced environment and ability to multi-task.
• Internet and computer savvy.
• Ability to work well in a team.
• Hustle and urgency without sacrificing customer service – your goal is to deliver one contact resolution to customers.
• Ability to effectively communicate across all departments about customer needs, product availability, process, purchase orders, etc.

Qualifications

• Minimum of 1 year of customer service experience, preferably in a call center or other high-volume customer support environment.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong written and oral communication skills, including spelling and grammar.
• Demonstrated professionalism and customer-focused mindset.
• Ability to learn and retain detailed product, account, and process information.
• This position is remote - a quiet, distraction-free workspace is required.
• Must reside in Jamaica.