Customer Service Rep

Responsibilities

• Serve as the initial point of contact for customers, managing a high volume of daily phone calls and emails with professionalism.
• Assess and address customer needs to ensure exceptional service and satisfaction.
• Accurately input orders into the system and meet daily Key Performance Indicators (KPIs).
• Review and resolve order holds, late order reports, and price adjustments.
• Handle customer complaints according to company policy and ensure thorough follow-up for resolution.
• Maintain detailed records of customer interactions, account processing, and document filing.
• Stay informed on new product launches, specials, and bookings to provide comprehensive information.
• Engage in process improvement activities to enhance the service experience for internal and external customers.

Requirements

• Associate’s degree in Business or a similar field of study.
• 1-2 years of professional experience in a customer service role.
• Strong interpersonal, active listening, and phone handling skills.
• Ability to multi-task and thrive in a fast-paced, challenging environment.
• Proficiency with CRM systems and standard office practices.
• Proven ability to meet deadlines and work both independently and collaboratively.

Preferred Qualifications

• Bilingual skills, specifically fluency in Spanish.

About the Company

WinCraft is part of the Fanatics family, dedicated to delivering exceptional customer experiences through personalized service and high-quality products. We foster a team environment focused on excellence, professionalism, and continuous improvement.