Position Overview

A Customer Support Representative (CSR) will increase customer satisfaction (both to external end consumers and internal customers- our sales reps) and company profitability by handling customer support needs in a world class manner. To achieve this, the CSR will put the customer and their needs first, delight the customer with exemplary service, and establish an effective foundation for a long-term relationship with the company. The CSR will be responsible for handling customer (internal and external) calls, emails and working the service ticketing system to assist customers with order modifications, cancellations, returns, missing packages and product offerings, closing IB sales, offering upsells and ensuring compliance.

Essential Functions, Duties & Accountabilities

Customer Call, Email & Service Ticket Handling

• Handle inbound customers in a friendly and professional manner, engaging them in dialog and ensuring that every customer has a positive, comfortable, world-class experience.

• Resolve all customer support issues - whether internal or external- to the customers' expectations in a timely and efficient manner, delivering first call resolution and the highest degree of customer satisfaction.

• Consistently capture the customer order, with a secondary focus on up sell after closing of the order.

• Build rapport as a GovMint.com Representative, adhere to compliance requirements and complete customer orders with superior accuracy and efficiency.

• Be the Voice of the Customer and bring forward any issues that impact the overall Customer Experience.

Customer & Sales Support

• Completes Order verifications, prepares payment & order histories, helps with all other customer requests in timely and accurate manner as needed.

• Provide administrative support to the Coin Sales Reps and Sales Managers including order modifications, cancellations, returns, missing packages.

• Demonstrate ability to operate all software as needed- Ecometry/CRM, VAULT, Maximizer, Microsoft Word, Xcel, PowerPoint, Publisher etc.

General Performance

• Maintain up to date knowledge on all products and promotions, using company provided materials such as scripts, fact sheets, online tools and product samples, effectively in interactions with customers.

• Maintain and exceed performance and quality standards as defined by department management.

• Identify opportunities for continuous improvement in personal, departmental and organizational areas to enhance department and company performance.

Additional Functions, Duties & Accountabilities

• Ability to work effectively switching continuously from internal customers (Sales Reps) to external customers.

• Consistently work to improve listening and verbal communication, as well as rapport-building skills, in order to more effectively interact with the customer.

• Be at work in a prompt and reliable work fashion, maintaining flexibility in work schedule to meet business needs.

• Actively and positively contribute to the overall success of GovMint.com, supporting the company and other departments wherever and whenever your skills and experience would be beneficial.

• Uphold and promote the company's I-CARE values system of integrity, communication, accountability, respect and energy in all relationships with customers, suppliers, fellow employees and other stakeholders.

• Understand and support all company policies and procedures, including those regarding safety, security and compliance.

• Ensure the confidentiality and full and complete safeguarding the company's trade secrets and any of our business clients' customer lists and related records.

Requirements

Educational Requirements

• High school diploma or equivalent.

• Four-year degree helpful, but applicable work experience will be considered.

Experience and Skills

• Strong Customer Service background with at least 2-3 years working in an inbound call center environment; 2-3 years telephone sales experience preferred, but strong retail/consumer goods sales experience will be considered.

• Experience in an administrative or sales support role function.

• Ability to sell products by using designated products, online tools and fact sheets.

• Strong listening, written and verbal communications skills.

• Strong computer and Microsoft Office skills.

• Ability to work in a fast paced, people-intensive work environment.

• Self-motivated, with the ability to work effectively both independently and within a group.

• Ability to handle occasional escalated calls and to solve problems in a timely and satisfactory manner for customers.

Specialized Knowledge, Skills and Abilities

• Knowledge of coins and coin collecting helpful.