Virtual Customer Service Representative at MPG Partnering

MPG Partnering is looking for a virtual Customer Service Representative.

You will professionally and courteously handle inbound customer service and outbound calls in compliance with client policies and directives

You will respond to customer inquiries by telephone, e-mail and/or chats to provide inquiry or problem resolution.

You will resolve mostly routine and some non-routine, more complex problems and communicate the solutions or requested information to the customer.

You will analyze a customer's service needs and refer to other service or technical departments for follow up as needed.

You must be ready to quickly learn and understand industry and company specific language terms as well as policy terms.

Responsibilities:

• Support customer base by answering questions, concerns, account inquiries as well as handling customer complaints.
• Research and resolve customer problems, acting as the customer liaison between other departments when necessary.
• Maintain company and client confidentiality 
• Multi-task by adjusting from one type of call to another without loss of efficiency, composure, or knowledge.
• Completes assigned work in areas of processing orders, credits, returns and other order related functions via all applicable channels for both standard and expedited orders
• Maintains comprehensive knowledge of MPG’s products and services
• Utilizes company policies and procedures while providing world class customer service
• Fosters an environment of continuous improvement
• Researches, tracks, and provides problem resolution relating to freight, carrier or other issues and communicates to the appropriate internal or external customer
• Determines corrective course of action in problem situations, balancing customer satisfaction, and financial costs
• Properly escalates problem situations that may impact customer satisfaction and/or revenue
• Works with distribution centers and carriers to meet schedule delivery requirements
• Brings forth best practices ideas and process improvements (supports automation initiatives)
• Performs other duties as assigned

Qualifications 

Minimum Requirements:

• High School Diploma or equivalent required2 years professional experience

Requirements: 

• Bachelor Degree
• At least 6 months of contact center experience
• English fluency for reading, writing and speaking
• Strong computer navigation skills, ability to work in multiple applications simultaneously
• Capability of listening and typing to appropriately address the customer’s need
• Composure: Ability to work in high-pressure situations and deals with conflict effectively
• Strong interpersonal skills; ability to communicate clearly and effectively through both verbal and written mediums
• Strong customer focus skills (listening, empathy, solution-focused)
• Ability to problem-solve and make sound decisions via critical thinking
• Strong work ethic, sense of urgency and drive for results
• Ability to work a flexible schedule or extra hours due to business demands 
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint, One Note, Outlook)
• SAP experience

MPG is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of Race, Religion/Belief, Ethnic/National Origin, Disability, Age, Citizenship, Marital/Domestic/Civil Partnership Status, Sexual Orientation, or Gender Identity, or any other basis as protected by applicable law.