Customer Service Agent.

This position requires a blend of skills and experience to manage customer inquiries and complaints effectively. As an integral part of the Operations team, you will provide accurate information regarding the services our company offers. Additionally, you will process orders, make modifications, and escalate complaints through various communication channels.

To excel in this role, you must remain calm when dealing with frustrated customers and have experience working with computers.

This work must consistently align with our customer service standards and Professional Yacht Management’s commitments to quality, safety, security, and productivity.

*Job Duties and Responsibilities**

ü Maintain a positive, empathetic, and professional attitude toward customers always.
ü Provide introductory information, such as a product manual explanation, to prospective and new customers
ü Handling customer complaints and troubleshooting issues with products or services
ü Following up with clients or customers by phone, web chat, or email to check that they’re still satisfied with their purchases or services received
ü Accessing databases to retrieve account information for customers
ü Letting customers know about additional products or services that might benefit them
ü Escalating queries and concerns when necessary
ü Updating customer records following each contact
ü Staying up to date on the latest products and services our organization provides.
ü Respond promptly to customer inquiries.
ü Have in-depth knowledge of our products to answer questions effectively.
ü Keep accurate records of customer interactions, transactions, comments, and complaints.
ü Communicate and coordinate with colleagues as needed.
ü Provide feedback on the efficiency of the customer service process.
ü Ensure customer satisfaction and deliver professional customer support.
ü Maintain the product locator system, assisting in evaluating space utilization and in creating storage space.
ü Validate received merchandise against the original purchase order's description and packaging details.
ü Receive inventory and complete all landed cost calculations per company policy.
ü Input product descriptions into the current inventory system.
ü Assist with product selection and verification, ensuring accurate maintenance of merchandising information.

**Required Skills**

ü Possess strong verbal and written communication skills and demonstrate the ability to organize large amounts of data.
ü Demonstrate the ability to multitask and manage several priorities effectively.
ü Have solid time management skills.
ü Be proficient in the entire MS Office suite, with advanced experience in Excel.
ü Have experience using QuickBooks.
ü Familiarity with NCR Counterpoint is beneficial.
ü Have at least three years of experience in customer service.
ü Exhibit excellent organizational and analytical skills.
ü Possess in-depth knowledge of marine parts, systems, and products.
ü Maintain composure when customers are stressed or upset.
ü Have prior experience in customer support.
ü Must have a clean police record and driving record.