Customer Service Representative

The Raritan Valley Orthodox

Jewish Community Association

The ROC of NJ logo

Contact

1/11/21

Location

Description

We are looking for skilled Customer Service Representatives to work in our Edison, NJ offices.

C+A Global is a leading international manufacturer based in Central New Jersey, who is the supplier of thousands of cool and unique electronics, cameras, photography equipment and accessories in the consumer marketplace. It has the exclusive licenses of private brands as well as our own brands.

Position Overview:

The Customer Service Representative position provides technical support, customer service and assistance to customers via email, phone and live chat. This includes warranty and post warranty activities, addressing returns, product concerns, delivery issues . This position reports to the Director of Customer Service and Technical Support.

Our agents spend their days answering calls and inquiries for a lot of our well- known products from brands such as Kodak, Polaroid and Ritz Camera as well as high end products from our own exclusive Ivation line. We carry wine refrigerators, humidifiers and ozone generators. From inflatable water parks for fun in the sun to mobile printers to print and save pictures from your mobile devices, we do it all! Our wide range of products allows our agents to tap into their technical knowledge while providing world class customer service in our team friendly environment. With our outstanding, award-winning products being released every year, our brands attract the attention of well-known media outlets such as the Ellen DeGeneres Show, The Today Show, and The New York Times.



Job Position Title: Customer Service Representative

Department: Customer Service

Reports To: Director of Customer Service and Technical Support

Facility Location: Edison, NJ

Shift Type: Full-time, Day

Work Shift: Monday-Thursday 9:00am-6:00pm, Friday 9:00am-4:00pm (hours may vary)

Total Weekly Hours: 40

FLSA Status: Non-Exempt, Hourly



Main Essential Duties and Functions of Job Position (but not limited to):

Handle inbound/outbound phone calls, emails and chats from online customers
Work with customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status and back order inquiries, problem resolution, and any other issues that may arise from the order fulfillment process
Meet customer satisfaction, efficiency metrics and issue resolution targets, exceeding customer expectations, building customer loyalty and taking advantage of sales opportunities when appropriate.
Partner with various internal departments to meet our customers’ needs
Help customers navigate our websites and place orders online
Provide knowledgeable answers to questions about products, pricing and availability
Process warranty claims, clear work orders, and fulfill parts requests
Recognize, document and alert supervisors of trends in customer calls and emails
Able to adapt to the growing needs of the department/company as seen fit by management
Investigate and respond to chargebacks and disputes thru Amazon and eBay
Main Duties and Responsibilities (but not limited to):

Verify customer account and ordering information
Understand and resolve customer questions, concerns, issues and needs
Track deliveries, inventory, pricing and ensure all customers’ needs are met
Manage customer issues, ensuring 100% customer satisfaction including but not limited to telephone and email follow up
Document customer problems and input into company CRM system
Demonstrate product functionality and provide technical support to customers
Develop and maintain client relationships by treating customers, coworkers, vendor suppliers with respect and professionalism
Contact and follow up with new and existing customers
Continually updating personal knowledge of new products or modifications to existing product lines and various warranty policies
Entering detailed conversations into Customer Response Management system
Minimal travel required


Qualifications
Minimum Qualifications:

High School Diploma or GED preferred
1-3 years of working in a customer service or hospitality field
Experience working in a fast paced environment and/or call center is a plus
Desired Skill and Abilities:

Exceptional interpersonal skills, speaks clearly and confidently, and with empathy and understanding of the customer’s situation
Have experience handling a high volume workflow, with ability to multitask
Must be able to type up to 65 WPM (words per minute) and have autonomous computer knowledge
Must be computer savvy and knowledgeable in Microsoft Office (Word, Excel, etc.)
Solid technical skills and knowledgeable of electronics and terminologies
Exceptional communication skills with customers and team members, friendly pleasant demeanor over email and phone
Ability to solve analytical issues, research products, solve delivery problems and quickly learn our proprietary systems for managing customers, orders and fulfillment
Adaptability and flexibility working constructively under pressure, responding resourcefully to change and maintain a confident and constructive outlook despite challenges, frustrations
Professional, polite, well-mannered demeanor
Must be resourceful, work as a team player as well as independently
Regular, predictable attendance is an essential job function
Able to work the standard work hours and occasional weekends
Able to follow company policy and procedures


Physical Requirements:

Must be able to lift 10-20 lbs, sit for extended periods of time, stairs, reach, twist, bend, stretch, climb, walk and/or run
Working Conditions:

Must be able to work shift hours and seasonal changes based on the needs of the business
Must be able to work in an office setting
Must be able to work in a fast paced environment


Requirements:

Must be 18 years or older and eligible to work in the US
Must be able to read, write and speak English fluently
Must pass a Background Check
What we offer our regular full time employees;

Benefits (Health, Vision, Dental)
PTO (Paid Time Off)
Paid Holidays
Short/Long Term Disability & Life Insurance (Company sponsored)
401K


All applicants are subject to a background screening.

CA Global is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Edison, NJ