Customer Service Rep - Sales - Full-time / Part-time

Monday- Friday 8:30-5 or 9-5:30

General Summary:
The Customer Service Representative is responsible for handling first level support of customer service
requests in the areas of shipping, order tracking, order research, product replacement, returns and refunds. In addition, the Customer Service Representative will place outbound calls to potential customers, place calls to leads generated via our internal sales system, as well as upgrade product sales
through incoming customer service calls.

Essential Duties and Responsibilities:
Outbound calling to potential and current customers to describe products and program with the effort to persuade consumers to purchase new or upgrade current products
Outbound calling to retrieve updated credit card information in reference to monthly product and program orders
Receive incoming customer service calls with the attempt to upgrade current products or subsequent purchases
Follow-up with current customers regarding internal social networking site
Assist current customers with regards to their internal company website (i.e. password resets, login issues, technical issues, troubleshooting)
Continuous learning of processes and procedures while sharing knowledge base with teammates
Provides customer service to Brand Partner/Customers
Meets Brand Partner/Customer needs, offers options, resolves problems and follows up with Brand Partners/Customers
Strives for customer satisfaction without unnecessarily referring Brand Partner/Customer to other
staff members Maintains friendly, helpful demeanor; always acting in a professional manor Provides information regarding policies and procedures, terms and programs relating to service area
for Brand Partners/Customers
Identifies and prioritizes problems and issues related to service area
Performs research, offers solutions, options and strategies
Refers to appropriate person or department as needed, and/or arranges for service
Escalates service requests that require management involvement
Gathers data as necessary for related offices
Tracks problem status until resolution is achieved
Maintains close contact with Brand Partner/Customer to give updates on process.
Uses information systems to input data, maintains databases (i.e. ZenDesk), performs research for projects or issues, generates reports, etc
Processes applications, releases, cancellations, adjustments, changes, requests, and other related
paperwork
Verifies contracts or forms for completeness and accuracy of information.
Updates and maintains all necessary records (i.e. service tickets) and/or logs (i.e. ZenDesk, RMA
spreadsheet)
Outbound calls to retrieve credit card information for monthly program orders
Outbound calls offering program and product upgrades
Program upgrades and product sales with incoming calls
Represents department and Company to outside Brand Partners/Customers
When time is permitted focuses on teaching the Brand Partners/Customers how they can get the info they need for themselves in lue of doing it for them

About Aerotek:

Aerotek, headquartered in Hanover, Md., is a leading provider of technical, professional and industrial staffing services. Established in 1983, Aerotek is an operating company of Allegis Group, the largest provider of staffing services in the U.S. Aerotek operates a network of more than 200 non-franchised offices throughout the U.S., Canada and Europe. For more information, visit .

Aerotek is acting as an Employment Agency in relation to this vacancy.