Torchora
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Service Representative

💰 $38,000 - $65,000

Customer ServiceClient SupportOperations

🎯 Role Definition

A Service Representative is the cornerstone of the customer experience and the primary voice of the company. This role serves as the first point of contact for clients, providing invaluable support, resolving issues, and ensuring every customer interaction is positive, professional, and productive. More than just answering questions, a Service Representative builds and maintains strong relationships, gathers critical feedback to drive business improvements, and acts as a trusted advisor for the company's products and services. Success in this position is defined by the ability to empathize with customers, solve problems efficiently, and uphold the company's reputation for excellence in every communication.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Retail Associate or Key Holder
  • Administrative Assistant
  • Recent Graduate (Communications, Business, or related fields)

Advancement To:

  • Senior Service Representative or Tier 2 Support Specialist
  • Customer Service Team Lead or Supervisor
  • Account Manager or Customer Success Manager

Lateral Moves:

  • Sales Support Coordinator
  • Quality Assurance Specialist
  • Corporate Trainer (specializing in customer service)

Core Responsibilities

Primary Functions

  • Serve as the primary point of contact for inbound customer inquiries via phone, email, and live chat, ensuring a timely and professional response to all communications.
  • Proactively identify and assess customer needs to deliver tailored solutions, exceed expectations, and achieve high levels of customer satisfaction.
  • Master the company's product and service offerings to provide accurate, valid, and complete information using the appropriate tools, resources, and methods.
  • Expertly manage and resolve customer complaints by clarifying the issue, determining the cause, selecting the best solution, and following up to guarantee resolution.
  • Build and nurture sustainable relationships and trust with customer accounts through open, interactive, and empathetic communication.
  • Meticulously document all customer interactions, transactions, comments, and complaints within the CRM system to maintain accurate records and data integrity.
  • Follow established communication procedures, guidelines, and policies while also identifying opportunities for process improvement.
  • Process customer orders, forms, applications, and requests with exceptional accuracy and attention to detail.
  • Escalate unresolved issues, critical feedback, or complex problems to the appropriate internal departments (e.g., Technical Support, Finance, Sales) for further investigation.
  • Educate customers on product features, functionalities, and best practices to enhance their user experience and promote self-service resources.
  • Handle sensitive customer information with the utmost confidentiality and adhere strictly to data privacy and security protocols.
  • Meet and exceed key performance indicators (KPIs) such as first-call resolution, average handling time, and customer satisfaction scores (CSAT).
  • Collaborate closely with the sales and account management teams to support customer retention and identify potential up-sell or cross-sell opportunities.
  • Participate in the client onboarding process, guiding new customers through setup and ensuring they feel supported from their very first interaction.
  • Troubleshoot basic technical or billing-related problems, providing clear, step-by-step instructions for customers to follow.

Secondary Functions

  • Actively participate in ongoing training and professional development sessions to stay current on product updates and service standards.
  • Gather and relay customer feedback and insights to product, marketing, and leadership teams to influence service enhancements and strategic decisions.
  • Contribute to the development and maintenance of the team's knowledge base and internal documentation.
  • Assist in training and mentoring new team members, sharing knowledge and best practices to foster a collaborative and supportive environment.
  • Support ad-hoc projects initiated by the customer service management team aimed at improving the overall customer journey.

Required Skills & Competencies

Hard Skills (Technical)

  • CRM Software Proficiency: Hands-on experience with platforms like Salesforce, Zendesk, HubSpot, or similar customer relationship management systems.
  • Help Desk/Ticketing Systems: Skilled in using ticketing software such as Jira Service Desk, Freshdesk, or Kayako to manage and track customer issues.
  • Microsoft Office Suite: Competency in Word, Excel, and Outlook for communication, documentation, and basic data organization.
  • Multi-line Phone Systems: Experience managing high-volume inbound and outbound calls using VoIP or traditional phone systems.
  • Live Chat Platforms: Familiarity with tools like Intercom, LiveChat, or Drift for real-time customer engagement.
  • Data Entry: Fast and accurate typing skills with a high level of attention to detail for recording customer information.
  • Knowledge Base Navigation: Ability to quickly search and retrieve information from internal wikis and resource centers.

Soft Skills

  • Active Listening & Empathy: The ability to listen carefully to understand the customer's true needs and demonstrate genuine empathy for their situation.
  • Exceptional Communication: Articulating information clearly, concisely, and professionally in both verbal and written forms.
  • Problem-Solving & Critical Thinking: A knack for quickly identifying the root cause of a problem and evaluating potential solutions to find the most effective one.
  • Patience & De-escalation: Maintaining a calm and professional demeanor, especially when handling difficult or irate customers, and skillfully de-escalating tense situations.
  • Adaptability: The flexibility to handle unexpected changes, navigate different customer personalities, and learn new processes quickly.
  • Time Management & Organization: Juggling multiple customer inquiries and tasks simultaneously while prioritizing effectively to meet response time goals.
  • Resilience & Positive Attitude: The capacity to bounce back from challenging interactions and maintain a positive outlook.
  • Teamwork & Collaboration: Working effectively with peers and other departments to achieve common goals and ensure a seamless customer experience.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or GED equivalent.

Preferred Education:

  • Associate's or Bachelor's Degree.

Relevant Fields of Study:

  • Communications
  • Business Administration
  • Marketing
  • Psychology

Experience Requirements

Typical Experience Range:

  • 1-3 years of direct experience in a customer-facing role.

Preferred:

  • Prior experience within a structured call center, B2B service environment, or a specific industry (e.g., SaaS, FinTech, Healthcare). Proven success in a role that required extensive problem-solving and direct customer interaction is highly valued.
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