Client Service Representative-FT

Description

POSITION SUMMARY

The Frontier Justice Client Service Representative is required to have top notch client service skills and product knowledge, across departments. The Client Service Representative plays a crucial role in ensuring client satisfaction and maintaining positive relationships between Frontier Justice and its clients The Representative helps clients with complaints and questions, gives information about products, and services,

PRIMARY ACCOUNTABILITIES

1. Client Interaction:

•  Communication: Engage with clients through various channels such as phone calls, emails, live chat, or in-person interactions.
•  Inquiries: Respond to client inquiries, concerns, and complaints in a professional and timely manner.
•  Problem Resolution: Address and resolve client issues or complaints, aiming to provide a satisfactory solution.                                                             

2. Product/Service Knowledge:

•  Expertise: Develop a deep understanding of the company's products or services to effectively address client needs and provide accurate information.
•  Education: Educate clients on the features and benefits of products or services.

3. Documentation:

•  Record Keeping: Maintain detailed records of client interactions, transactions, comments, and complaints.

4. Order Processing:

•  Assistance: Assist clients with placing orders, tracking shipments, and processing returns or exchanges.

5. Cross-Selling and Up-Selling:

•  Opportunities: Identify opportunities to cross-sell or up-sell products or services to existing clients.

6. Problem-Solving:

•  Analysis: Analyze client issues to identify patterns and provide feedback to improve products or services.
•  Collaboration: Work with other departments to resolve complex client issues.

7. Client Satisfaction:

•  Surveys: Conduct client satisfaction surveys to gather feedback and assess overall satisfaction levels.
•  Retention: Work towards client retention by ensuring a positive client experience.

8. Administrative Tasks:

•  Data Entry: Enter and update client information in databases.
•  Reports: Generate reports on client interactions and feedback.

9. Compliance:

•  Adherence: Ensure compliance with company policies and procedures in all client interactions.

10. Training and Development:

•  Self-Improvement: Stay informed about product updates and industry trends through training sessions.
•  Feedback: Provide feedback to management regarding client concerns and trends.

11. Team Collaboration:

•  Coordination: Collaborate with other team members and departments to enhance overall client experience.

12. Quality Assurance:

•  Monitoring:

RELATIONSHIPS

1. Establish and ensure collaborative, supporting relationships within the entire organization.
2. Establish and maintain positive, effective relationships with key resources, including VIP members, clients, and the general public.
3. Ability to deal, address and diffuse difficult or tense situations in a confidential and professional manner.

ESSENTIAL FUNCTIONS/ KEY COMPETENCIES

•  Strong understanding of Microsoft Office products and various social media platforms.
•  Being able to multi-task and keep several clients at a high level of customer service at a time.
•  Follows all store procedures and protocols, especially related to accuracy in the POS system and regarding loss prevention.

Requirements

EDUCATION

High school degree

College degree/hours preferred.

EXPERIENCE

Preferably 1-2 years of Customer Service experience.

OTHER

•  Normal overtime/extended work hours.
•  Must be able to physically audit and inspect all operations.