Customer Service Representative

Position Summary

Handles telephone and e-mail inquiries and requests for assistance from online customers. Writes service tickets, follows up and relays pertinent information to customers and internal decision makers Coordinates with other departments in providing service to customers. Duties will include, but not be limited to; answering telephones and assisting customers to fulfill their needs - for example, assisting with credit card transactions, site quality issues and tasks not addressed in the FAQs available on NameMedia sites, and providing daily and weekly reporting on customer needs. Location is Waltham, MA.

Primary Responsibilities

Efficiently categorizes and handles all inbound customer help communications through e-mail and when necessary, telephone requests; Achieves and maintains rapport with customers and works to give them the best possible service
Regularly issues daily and weekly reporting metrics on customer service activity
Handles and understands the needs of internal sales representatives and customers
Consults with other personnel including production and usability departments on suggested best practices
Performs other related duties as assigned

Job Requirements

Previous successful customer service background at an online e-commerce environment
Should enjoy detail and be very organized. Must be able to work quick, clean and complete, and make data-driven decisions and meet deadlines
Must be able to manage a busy load of major and minor duties with few errors
Must have proven track record of working in a successful team environment
Motivated self-starter, previous management experience a plus
Bachelor’s degree a must
Has experience handling transactions in a large-scale e-commerce environment, including but not limited to proven ability to tactfully handle customers with more than ordinary care that can prevent loss

Interested Candidates should send resume to: greatjobs@namemedia.com.
Job Reference Code: CSR
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