Customer Service Representative - Temporary (6 Months+)

Customer Service Sebastopol, California


Description

O’Reilly Media’s Customer Service Team acts as a liaison for our customers, providing information and resolving any issues they might face with our products and services with accuracy and efficiency. We are genuinely excited to help customers. We are patient, empathetic, and passionately communicative. We love to talk. We put ourselves in their customers’ shoes and advocate for them when necessary.

We believe customer feedback is priceless, and we gather that for our customers. Problem-solving also comes naturally to us. We are confident at troubleshooting and investigate if we don’t have enough information to resolve customer question or issue.  Our goal is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Overview:

The Customer Service Representative will manage customer queries and resolve their issues with O’Reilly’s suite of products and services. You will answer questions, process requests, handle account modifications, and escalate issues across a number of communication channels. To do well in this role you need to be able to remain calm when problem solving, use your resources to find answers and you will benefit from having experience with online services such as banking, shopping, streaming movies, online subscriptions, mobile app use and using various web browsers. 

Responsibilities:

  • Maintaining a positive, empathetic and professional attitude toward customers at all times.
  • Ensure customer satisfaction and provide professional customer support.
  • Responding promptly to customer inquiries.
  • Communicating with customers through various channels such as email, phone, social, chat, etc.
  • Know/learn our products and services and using our support resources to answer questions.
  • Ability to take initiative and act effectively in various circumstances without direction
  • Case management using email management, case management tool.
  • Meet target productivity standards as part of individual and team goals.
  • Communicating and coordinating with colleagues as necessary.
  • Providing feedback on the efficiency of the customer service process.
  • Participate as an active, collaborative team member with our support team.

Requirements:

  • Strong listening, oral and written communication skills
  • Ability to take initiative and act effectively in various circumstances without direction
  • Self-confidence/perseverance/strong work ethic: dependable, flexible, resourceful with a sense of urgency and a positive can-do attitude 
  • Ability to stay calm and to multi-task while engaging with customers
  • Proven customer service and problem solving ability: apply and balance the needs and desires of the customer while breaking down complex problems, evaluating alternative sources of action and their likely outcomes, and selecting the best alternative with a focus on delivering superior service.
  • Ability to organize and act on several activities concurrently
  • Comfortable working in highly collaborative, rapid-pace environment.
  • Previous experience using online services such as banking, shopping, streaming movies, online subscriptions, mobile app use and using various web browsers. 

Additional Desired Skills:

  • Experience with Salesforce or other ticketing, email management system for handling of customer service issues
  • Previous experience with providing phone support as part of a customer service team in a call center environment.