Customer Service Rep

Primary Job Title: Customer Service Representative - Junior

Location: Framingham, MA

Onsite Flexibility: Onsite

Contract Details:

• Position Type: Contract
• Pay Rate: $19.00-$21.93 / Hour (USD)
• Duration: 3 Months
• Shift / Schedule: Monday-Friday 9:00 AM-5:00 PM EST or Monday-Friday 10:00 AM-6:00 PM EST
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary: Answer toll free customer service calls and correspondences, including letters, internet e-mails, chat, and/or social media comments. Field customer questions, resolve standard customer complaints, document information in the customer tracking system and ensure effective communication at all levels. Monitor Facebook, Twitter, Instagram, TikTok and respond to customer comments/questions.

Key Responsibilities:

• Respond accurately, promptly and effectively to all forms of customer communication, including phones, letters, Internet e-mails, chat, social media referrals.
• Resolve difficult and sensitive customer issues in an objective and timely manner, using problem solving and negotiation skills.
• Communicate with District Managers, Store Managers and Home Office personnel to resolve customer problems and answer questions. Escalate serious issues to protect the company/brand.
• Document customers and store information in customer tracking system. Code correctly and provide continuous updates until the issue is resolved and ready to close.
• Promote a positive Company image in support of Customer Service objectives and mission statement.
• Make sound judgment calls that align with the brand, escalation and customer service policies for social media customer related issues by following social media moderation guidelines.
• Multitask in a fast-paced environment and moderate a high volume of inbound/outbound content to provide good customer service follow up and follow through.
• Special projects/duties as assigned.

Required Skills:

• Proven Conflict Management Skills
• Strong Analytical and Problem Solving Skills
• Good Listening Skills
• Organizational Skills
• Prioritizing skills and effective time management
• Flexibility
• Ability to multi-task
• Excellent Verbal and Written Communication Skills
• PC knowledge including email knowledge; Word and Excel preferred
• Typing Skills
• Ability to Separate Emotion and respond objectively
• Works well in a team environment
• A min requirement for WIFI speed-high speed connection
• Need quiet workspace, free of background noise, and good for video meetings/chats

Preferred Skills:

• Social Media Moderation Experience

Work Environment / Physical Requirements:

• High-speed WIFI connection required
• Quiet workspace free of background noise required
• Workspace suitable for video meetings and chats required

Benefits:

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

About the Client: Off-Price Apparel and Home Retailer. A Fortune 500 company and the leading off-price apparel and home fashion retailer in the U.S. and worldwide. With over 4,500 stores in nine countries and four e-commerce sites, the company offers various products at unbeatable prices. The company is committed to creating an inclusive workplace and being a responsible corporate citizen.

About GTT: GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. As a Native American-owned, economically disadvantaged corporation, we highly value diverse and inclusive workplaces. Our clients are Fortune 500 banking, insurance, financial services, and technology companies, along with some of the nation's largest life sciences, biotech, utility, and retail companies across the US and Canada. We look forward to helping you land your next great career opportunity!

Job Number: 26-04880

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