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Version: 26.04.17

Customer Service Representative

Job Description​

Customer service representatives help customers solve problems, handle product returns and refunds and resolve issues when customers are unsatisfied. These operational roles are essential for building a reputation for their company and fostering long-lasting customer relationships.

Responsibilities​

  • Returns
  • Refunds
  • Re-list returned items
  • Generate CRM Data
  • Maintain Relationships
  • Customer Retention
  • Respond To Customer Concerns/Complaints
  • Resolve Issues
  • Answer Phone Calls
  • Respond To Non-Sales Related Emails
  • Taking In Customer Consignments and Repairs
  • Ask for reviews and issue gift cards for reviews and references

Accountabilities​

  • Customer Satisfaction:
    • KPI: Google/Yelp/Reverb Reviews
  • Customer Retention:
    • KPI: % Of Repeat Customers
  • Minimize Returns:
    • KPI: Monthly Losses From Returns

Authority​

  • Approve or deny a return, refund or warranty issue
  • Use shop funds to resolve an issue that results in a loss reduction
  • Compensate with a free item or service to resolve an issue when necessary
  • Issue gift cards for reviews and references

Schedule​

  • Daily
    • Check messages
    • In-Store Customers
  • Weekly
    • Organize Salesforce
      • Update all leads
    • Follow up with sales
      • Ask for reviews / referrals
      • Offer gift cards
  • Monthly
    • Send monthly email letter to customer email list
  • Quarterly
    • Implement new strategies for adding value such as included gifts, follow ups, free expedited shipping, gift card referrals