Customer Service Representative (Night Shift, Voice Account)

Job Description:

As a Customer Service Representative, the employee will complete a mandatory three-month evaluation period during which they must demonstrate proficiency in all duties and responsibilities associated with both traditional customer service and eCommerce support functions.

Experience / Training / Education:

• 3–5 years of experience in a contact center, customer service, and order processing
• Proficiency with Microsoft Office applications, including Word and Excel, within a Windows-based environment
• Experience working in fast-paced, high-volume service environments with defined metrics or SLAs
• Strong experience with order-management systems

Knowledge:

• Windows operating systems and common business applications
• Customer service principles, call center best practices, and multi-channel communication workflows
• Basic troubleshooting techniques for online platforms and customer accounts
• Standard order processing procedures, including payment methods, returns, and fulfillment workflows

Skills / Abilities:

• Strong computer and keyboarding skills, with the ability to learn new systems quickly
• Excellent verbal and written communication skills, with active listening and professional rapport-building
• Demonstrated empathy, patience, and emotional intelligence in customer support
• Strong problem-solving and troubleshooting skills with sound decision-making ability
• Ability to manage multiple tasks in a fast-paced environment while maintaining accuracy and composure
• Strong organizational skills and keen attention to detail
• Ability to work independently and collaboratively within a team setting
• Ability to adapt quickly to changing processes, priorities, and system updates
• Strong time-management skills with the ability to prioritize tasks and meet deadlines