Goldstar Inbound Support Agent

Summary

The Goldstar Inbound Support Agent is dedicated to delivering exceptional post-order customer service. This role involves promptly and effectively resolving escalated customer concerns in real time, ensuring customer satisfaction from the initial contact through to the final resolution.

Responsibilities

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with our without notice.

• • Manage and resolve customer complaints that have escalated, through phone or salesforce cases, beyond the initial level of support, ensuring prompt and effective solutions.
• • Deliver high-quality service to customers by addressing their concerns and inquiries with empathy and professionalism.

• Work to maintaining a high result on all KPI’s:

  • • SLA’s, CSAT, NPS, etc
• • Document all customer interactions, issues, and resolutions in service windows to ensure accurate records.
• • Create Redo orders with clear notes identifying what the initial issue was.
• • Create credit memos and e-mail them to customers.
• • Collaborate with other departments to resolve complex customer issues efficiently.
• • Must be available to receive Inbound and make Outbound calls (internally and externally).
• • Proactively communicate with customers to manage expectations and ensure satisfaction.
• • Updating ship to address on the UPS website once an order has closed (if shipped on our account).
• • Create UPS call tags to pick up goods that don’t meet the customers standards.
• • Enter redo orders in the repoman production app to alert the factory as needed.
• • Any other care related tasks that may be required.

• Additional Responsibilities:

  • • Comply with company policies, safety rules and regulations for personal and as pertaining to other employees. Maintain work area, equipment, and supplies in a neat and orderly condition. Report any problems or difficulties to the leadership group. Assist others/perform other duties when time permits or when so instructed.

Required Skills

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The individual will be measured and evaluated weekly on the following criteria:

  • • Sales revenue
  • • Quality
  • • Productivity
  • • Accuracy
  • • Backlog

• Additional Expectations:

  • • Contribute to building a positive team spirit by supporting all efforts to be successful.
  • • Maintain good attendance (required).

• General Requirements:

  • • Fulfill representative knowledge, skills, and/or abilities as outlined.

Qualifications

• • Must have minimum of one (1) year of customer service experience.
• • The ideal candidate will come from a call center, customer service or sales environment.
• • Demonstrate superior telephone skills with good written and verbal communication skills.
• • Strong ability to multi-task in a fast paced, high volume environment including phone calls, email, order processing while paying close attention to detail.
• • Must be a team player and have excellent e-mail and verbal communication skills.
• • High school diploma or 4 High School passes (to include English Language and a Math related subject).
• • Familiarization with computer applications such as MS Office suite.
• • Be able to type 40 wpm (minimum).
• • High caliber of execution against targets and tasks.

Additional Information and Instructions

• Must Have:

  • • Extreme Patience to work in a back-office environment with limited telephone interface
  • • Extreme time management skills to be able to multitask in a fast-paced environment.
  • • Love to read and execute requests sent via email over a 9-hour shift 5 days per week.

About National Pen Company

Pens.com's personalized promotional products are created for and inspired by small businesses. With 56 years of experience and serving 22 countries worldwide, Pens.com offers MORE value, savings and time to customers through expert guidance on a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories. Pens.com operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia.​

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