177 Georgia Avenue, Providence, RI, USA
Ira Green, Inc

The customer service associate is a critical part of our mission to delivery timely, accurate and professional customer service.  This vital position is a part of our customer care and sales team and requires an action-oriented, flexible problem-solver who will assist both our internal and external customers.  Associates communicate with customers primarily through phone, e-mail, help desk application, chat and utilize a variety of systems to navigate customer accounts, research policies and communicate effective solutions in a fast-paced environment. 

RESPONSIBILITIES

  • Provide engaging and compassionate customer service through written and verbal communication.
  • Focus on customer-centric continuous improvement efforts in order to enhance the overall customer experience.
  • Participate in the escalation process including working with customers and other internal teams to resolve priority issues
  • Assist customers with questions regarding product information, order status, and other related inquiries while meeting and exceeding productivity and quality standards.
  • Works hands on with other customer service agents to assist with training, coaching, development, and process documentation efforts as needed.
  • Process orders, forms and other requests as needed.
  • Make independent decisions keeping both customer expectations and company needs in mind.

CANDIDATE PROFILE

  • 5+ years of customer service experience in a call center or customer-centric environment
  • Proficient in Microsoft Outlook, Excel, and Word
  • Enthusiastic with exceptional verbal and written communication skills
  • Demonstrates ownership to resolve challenging customer issues, escalating when necessary
  • Effective problem-solving skills including decision making, time management and immediate prioritization of tasks assigned
  • Organized and thrives in a fast-paced environment
  • Experience with ERP system in a manufacturing or distribution environment
  • Works successfully in a team environment as well as independently

Ira Green, Inc. is an Affirmative Action/Equal Opportunity Employer

Minority/Female/Disabled/Veteran/Sexual Orientation/Gender Identity

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