Client Services Representative

DescriptionOrganization:The Client Services Representative reports directly to Client Services management and is responsible for providing the highest quality of service to our clients on a professional level, in supporting the Client Services department.Primary Responsibilities:Provide positive, friendly, courteous, and knowledgeable communication to ensure a world-class experience for those you interact with inside and outside of the organization.Work with nearly all departments to improve our quality control efforts and ensure all Client Services tasks are well organized and completed on time, as determined by management.Support the manager to establish and improve Client Services procedures and policies.As part of the Entertainment Earth team, you are responsible for learning, understanding, representing, and contributing to Company policies, procedures, and philosophies.RequirementsEssential Functions:Answer client services-related emails, telephone calls, and live chat messages assigned to you. Transfer calls and place callers on hold when necessary. Check and respond to personal voicemails throughout the day, and department voicemails as assigned.Place and respond to phone orders, mail orders, and questions efficiently and precisely using established telephone, order entry, internet, and information systems.Establish, maintain, and grow accounts by nurturing customer relationships and providing complete service for those you interact with.Record and follow up with customers and other internal departments to resolve outstanding situations. Resolve problems by creating win-win solutions.Engage in up-selling and/or cross-selling when appropriate.Provide general telephone reception for the company.Assist front-office visitors, including USPS and other delivery carriers.Process credits, returns, and claims as needed.Document and forward questions, complaints, problems, and suggestions to a supervisor about any appropriate situation involving yourself, your equipment, customers, vendors, other employees, website, catalog, etc.Actively engage in ongoing product, technical, systems, and sales training opportunities.Complete Monthly, Quarterly, and Yearly goals as assigned by management.Additional duties/tasks assigned by management.Competencies:Previous experience in customer service, sales, or other related fieldsClient de-escalation skillsAbility to use multiple systems and programsExperience in web-based researchAbility to build rapport with clientsExcellent written and verbal communication skillsRequirements:2-3 years of previous experience in a Customer Service oriented position.