Customer Service Specialist - Schiller Grounds Care

As a Customer Service Specialist at Schiller Grounds Care, you will be the front-line representative for our valued customers for our Mantis brand of products, providing exceptional support through our website and toll-free number. Your role will be crucial in ensuring customer satisfaction by addressing inquiries, resolving issues, and delivering a seamless experience with a customer-centric attitude. Your strong communication skills, problem-solving abilities, and collaborative spirit will contribute to our team's success and enhance our customer relationships.

Key Responsibilities:

• Customer Interaction: Respond promptly and professionally to customer inquiries received through our website chat, email and toll-free number. Provide accurate information about Mantis products, services, and policies (warranty, return). Handle customer complaints and concerns with empathy and efficiency, aiming for first-contact resolution whenever possible.
• Problem-Solving: Identify and troubleshoot customer technical issues, providing effective solutions or escalating complex cases to appropriate team members. Follow up on unresolved issues to ensure customer satisfaction and resolution.
• Communication: Maintain clear and concise communication with customers, ensuring they feel heard and valued. Document interactions and resolutions accurately in our CRM system to ensure continuity and reference.
• Collaboration: Work closely with team members and other departments to address customer needs, resolve technical issues and improve service processes. Share insights and feedback to help refine customer service practices and contribute to team improvement initiatives.
• Customer-Centric Approach: Demonstrate a genuine commitment to customer satisfaction by going above and beyond to meet their needs. Maintain a positive and professional demeanor, even in challenging situations, to reinforce a strong brand image.

Skills:

• Excellent verbal and written communication skills.
• Strong problem-solving abilities with a proactive approach to resolving customer issues.
• Ability to work effectively as part of a team and independently.
• Familiarity with CRM systems and customer support tools is an advantage.

Attributes:

• Customer-centric attitude with a genuine passion for delivering high-quality service.
• Adaptability and willingness to learn new skills and processes.
• Strong organizational skills and attention to detail.