Customer Services Representative

As a Customer Services Representative at KPCA, you will play a crucial role in enhancing customer satisfaction and loyalty. You will be the first point of contact for our clients, directly impacting retention rates and overall business growth by delivering exceptional service and support.

What You'll Do:

• Respond promptly to customer inquiries via phone, email, and chat, achieving a response time of under 2 minutes.
• Resolve customer issues efficiently, targeting a first contact resolution rate of 80%.
• Process orders and manage returns, ensuring a seamless experience that contributes to a 95% order accuracy rate.
• Gather customer feedback and insights to identify areas for service improvement, driving a 10% increase in customer satisfaction scores.
• Collaborate with team members to develop solutions for recurring issues, helping to reduce customer complaints by 15%.
• Maintain detailed records of customer interactions and transactions in our CRM system to support data-driven decision-making.
• Contribute to team training and mentorship, aiming to decrease onboarding time for new representatives by 20%.

Required Qualifications:

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• Minimum of 1 year of experience in a customer service role, preferably in a fast-paced environment.
• Strong verbal and written communication skills, with the ability to convey information clearly and effectively.
• Proficiency in using customer relationship management (CRM) software and Microsoft Office Suite.
• Ability to work flexible hours, including evenings and weekends as needed.

Nice to Have:

• Experience in the retail or e-commerce industry.
• Familiarity with customer service metrics and performance tracking.
• Bilingual proficiency in English and another language.
• Previous experience in training or mentoring new team members.

What We Offer:

• Competitive salary with performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off and holiday schedule.
• Opportunities for professional development and career growth.
• Employee discounts on products and services.
• A supportive and inclusive work environment that values diversity.

Equal Opportunity Statement:
KPCA is committed to creating a diverse environment and is proud to be an equal opportunity employer. We welcome applications from individuals of all backgrounds and experiences.