Customer Service Representative

Job Description

Job Title : Customer Service Representative

Location : Grants Pass OR

Contract Duration : 3 months (Temp to perm Role)

Pay Rate : $15-$16 / hour

Primary Responsibilities :

Follow established processes and systems to ensure Customer Care Standards are met or exceeded for every customer interaction.

Maintain a positive, empathetic, and professional attitude toward customers at all times.

Develop strong knowledge of the company’s product portfolio, promotions, and operational procedures.

Demonstrate 100% follow-through to achieve one-call resolution and ensure customer satisfaction.

Process customer orders courteously, efficiently, and accurately with minimal errors.

Document and resolve customer complaints or concerns promptly and effectively.

Communicate regularly with Customer Service Supervisors and Managers to address customer issues and ensure expectations are met.

Attend and actively participate in team meetings, training sessions, and professional development activities.

Perform additional duties as assigned by management.

Specific Duties :

Provide quality service by answering incoming customer calls and entering orders accurately.

Communicate with customers across multiple channels, including phone, email, and chat.

Actively listen to customer concerns and offer solutions aligned with company policies.

Redirect calls to appropriate departments when necessary and follow up to ensure resolution.

Collaborate with team members and other departments to ensure overall customer and product satisfaction.

Promote additional services and products when appropriate to enhance customer experience.

Specific Skills Needed :

Min typing speed 35 wpm, 10 key by touch, phone experience. Professional communication skills

Performance Goals :

Quality Assurance : Achieve a 90% or higher rating on call, email, and chat interactions.

Productivity : Complete 8 transactions per hour (6 for chat).

Accessibility : Maintain at least 85% availability, minimizing offline time.

Response Rate : Ensure 99% of interactions are answered.

Attendance : Adhere to the company’s attendance policy.

Training & Development : Complete all required training and action steps as assigned.

Benefits Info

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.