Service Representative Job in Philadelphia, PA | Thompson Safety
Overview
The Service Representative at Thompson Safety owns the front-line customer experience, handling every inquiry from initial contact to final resolution. With a high school diploma and proven client-facing experience, you will manage 30+ daily interactions across phone, email, and chat, ensuring issues are solved on the first contact. You will work in a dynamic environment alongside a team that values clear communication and problem-solving. This role stands out for its focus on building loyalty through responsive, reliable service.
What You'll Do7
- 1Respond promptly to customer inquiries via phone, email, and chat, resolving common issues on the first contact.
- 2Escalate complex problems to internal teams, ensuring a handoff that includes full context and follows up to confirm resolution.
- 3Document every interaction accurately in CRM software, keeping records current and searchable.
- 4Provide detailed product and service information so customers can make informed decisions.
- 5Follow up within 24 hours to verify satisfaction with the resolution.
- 6Maintain up-to-date knowledge of products, services, policies, and procedures.
- 7Flag recurring customer trends to leadership, contributing to process improvements.
Requirements9
- 1High school diploma or equivalent
- 21+ years in a customer service or client-facing role
- 3Strong verbal and written communication skills
- 4Basic computer proficiency, including experience with CRM software or similar tools
- 5Ability to handle multiple tasks and prioritize in a fast-paced environment
- 6Preferred: Associate's or Bachelor's degree in Business, Communications, or related field
- 7Preferred: Experience in a call center or service-oriented environment
- 8Preferred: Bilingual in Spanish or other commonly spoken languages in the US
- 9Preferred: Proficiency with advanced CRM platforms and Microsoft Office Suite
Salary Insight
$49 - $51k per year
Location
Required Skills
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