Customer Service Representative

The Customer Service Representative provide solution-based support to our most valuable stakeholders, our customers. They aim to leverage passion and ability to understand our customer's needs to provide service at a level that exceeds expectations.

As a CSR with Travers, you will be responsible for:

ORDER PROCESSING (PHONE, EMAIL, WEB, MARKETPLACE or other Order Sources):

• Provide Support to Telesales, Field Sales, Web, Marketplace, Assigned and Unassigned Customers.
• Work in a team environment to answer all inbound calls, emails, and tickets in a professional manner and within our service level agreement timeframes.
• Make outbound calls to promote repeat business of first-time customers as well as other campaigns deemed necessary by management.
• Assist customers with placing orders, returns, quotes, non-stocks, catalog requests, product questions, tracking updates, and any other customer inquiries.

DATA HYGIENE (LIST HYGIENE, CATALOG REQUESTS, CONTACT UPDATES):

• Assist customers with placing orders, returns, quotes, non-stocks, catalog requests, product questions, tracking updates, and any other customer inquiries.
• Fully resolve and follow up with customers on any outstanding issues.

CUSTOMER SERVICE ISSUES (RETURNS, ORDER TRACKING):

• Assist customers with placing orders, returns, quotes, non-stocks, catalog requests, product questions, tracking updates, and any other customer inquiries.
• Fully resolve and follow up with customers on any outstanding issues.
• Maintain and promote high standards of customer service.

SALES SUPPORT (QUOTES, OUTBOUND FOLLOW UP):

• Make outbound calls to promote repeat business of first-time customers as well as other campaigns deemed necessary by management.
• Work with our vendors to obtain quotes, get product information, and track updates. Take on additional reports and/or duties if needed to help support the team.

PRODUCT SELECTION (TECH SUPPORT, PRODUCT SELECTION):

• Assist customers with product questions and help obtain product information from vendors.

METRICS:

• SERVICE SLA's:
  • Inbound ticket resolution SLA: 95% within 1st reply (for Sales Opps) and closure SLA of relevant skill defined SLA.
  • Inbound call pick up "speed of answer" SLA: 90% picked up within 8 seconds
• QUALITY / ACCURACY:
  • Call observe score > 95%
  • Entry accuracy > 99.8 % (less than 2 per 1000) - see current reporting and define baseline

• Post call / Post Ticket survey > 4.5 out of 5
• # of updates or new contacts to CAM contacts db per hour worked

• SALES CONVERSION:
  • Phone Order to Call Ratio > 50%
  • Phone AOV
  • Phone Lines per Order
  • Revenue processed per hour worked
• PRODUCTIVITY:
  • Units of work per hour
  • Lines entered per hour
  • Available = Time on Call plus Time in Available mode / Staffed Hours

QUALIFICATIONS:

• Highschool Education or Equivalent.
• Must be a self-starter and proactive.
• Commitment to excellence and high standards.
• Excellent written and verbal communication skills.
• Good judgement with the ability to make timely and sound decisions
• Creative, flexible, and innovative team player
• Demonstrated ability to make successful presentations to individuals and/or groups at all levels of an organization

• Strong organizational skills; able to manage priorities and workflow.
• Ability to work independently and as a member of various teams and committees.
• Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.
• Excellent problem resolution and consultative sales skills.
• Proven ability to handle multiple projects and meet deadlines
• Strong interpersonal skills.
• Ability to prepare reports and business correspondence.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.