Customer Service Representative – Portland, OR

Current Need: Customer Service Representative

The Customer Service Representative (CSR) is responsible for answering customer calls on a multi-line phone system and logging service tickets in the CRM system. CSR will also be responsible for logging email service requests into the CRM system, direct calls to the appropriate person/departments. Greet and direct visitors that come into the office. Must have pleasant phone voice, and able to interact well with customers and coworkers. Effectively handle escalated calls while maintaining excellent customer service every time. Primary responsibilities include:

• Act as primary customer service representative–answer multi-line phone system, resolve caller needs whenever possible, transfer calls as needed
• Log Service Tickets for attention by Dispatch. Assist with problem-solving ideas
• Relay answers from Dispatch to customers regarding the timing of problem resolution
• Record all customer interactions in a CRM system and/or call ticketing system
• Examine lists of active customer issue to ensure rapid response; escalate for attention when problems linger
• Send emails to others when they’re assigned to tasks
• Greet customers, vendors, and employees in a friendly and professional manner–in-person, via email, and over the phone
• Maintain calm and composure when under stress or pressure
• Communicate with customers confidently, and put them at ease about pending issues. Set expectations carefully
• Compose emails to customers in a clear and professional manner
• Oversee postal mail flow
• Maintain spreadsheets and databases
• Maintain office efficiency; plan/implement office systems
• Oversee select projects, start-to-finish, as requested by managers/principals

Experience and Competencies
• 2 + years of customer service experience required
• 1 + years of leadership role preferred
• Multi-phone line experience required
• Professional and friendly demeanor with a wide range of customers. Strong relationship building skills; collaboration; conscientiousness
• Demonstrated verbal and written communication, English literacy (multilingual applicants encouraged to apply)
• Proven success with efficient use of CRM, Excel, Word and Outlook
• Strong organization skills
• Strong problem solving skills required
• Good typing skills necessary (40 w.p.m QWERTY no-look-typing)
• Adaptability & Flexibility
• Stress tolerance
• Schedule flexibility

• $15.00 per hour
• Competitive medical, vision, and life insurance
• Three weeks paid vacation (PTO)
• Seven paid holidays per year
• 401K with profit sharing (based on Company profitability) and 50% match