Customer Support Representative

Customer Success Representative

Location: North Attleboro, MA

Job Overview:

QBS is seeking a full-time Customer Success Representative to join our Customer Success team in our North Attleboro, MA office. Customer Success Representatives work in-office at our North Attleboro location Monday through Friday. As a Customer Success Representative at QBS, you will be responsible for providing exceptional customer service and support to our clients. You will serve as the main point of contact for our customers, addressing their questions, concerns, and inquiries. The successful candidate will promptly learn about the company's customer service policies and acquire knowledge that is vital for customer satisfaction. This role will work closely with the QBS training and sales teams to ensure our customer needs are met.

Responsibilities:

• Handle incoming phone calls, chats, and emails from customers with courtesy and professionalism
• Conduct account tutorials for onboarding clients
• Creating and maintaining customer accounts records for accuracy
• Respond to customer inquiries received by phone, email, and live chat regarding their accounts and orders
• Resolve customer complaints promptly regarding order processing issues
• Acquire thorough product line knowledge of all products
• Work with Logistic Department and other operating teams to resolve delivery and service matters
• Work with Accounting Dept on customer payment discrepancies
• Support Sales teams and other partner teams in efforts to maintain high customer satisfaction
• Perform other job duties as assigned

Requirements:

• Ability to work with little supervision and track multiple processes
• Computer-savvy with a working knowledge of CRM and support desk software
• Ability to multitask and navigate through various systems and tools
• Well-organized and detail-oriented
• Self-motivated and results-oriented
• Excellent communication skills both internally and externally facing
• Proficiency in Microsoft Office and Salesforce.com

Requirements

• Prior experience in a customer service or support role
• Excellent communication and interpersonal skills
• Strong problem-solving and decision-making abilities
• Ability to multitask and prioritize effectively
• Experience using CRM software and other customer support tools
• Self-motivated and results-oriented

Benefits

• Paid Lunch Breaks
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA) with company match
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)