Customer Service Representative

Responsibilities
A customer service representative supports customer satisfaction and retention by serving as a primary point of contact for service-related matters.
Common customer service representative duties and responsibilities include:
responding to inquiries through phone, email or chat platforms
resolving product or service concerns in accordance with company guidelines
processing orders, returns, exchanges or account updates
costing or quoting orders
documenting customer interactions in internal systems accurately (Epicor)
escalating complex issues to the appropriate departments when necessary
maintaining knowledge of products, services and company policies
following up with customers to confirm resolution
meeting established response time and service quality benchmarks
supporting customer retention and satisfaction initiatives
Job Requirements
Microsoft Office
Excellent basic mathematics skills
Familiar with ERP systems (ideally Epicor)
Comfortable muti-tasking and working in a small company environment
Location
Vaughan location