Customer Service Representative

As a Customer Service Representative, you'll be Brock safety appliances' voice and use empathy and product expertise to ensure our users feel understood and valued. Your mission will be to solve customer issues efficiently and effectively. See an opportunity to improve customer trust at scale or your own team's efficiency? Self-starters who identify and solve problems thrive and have a unique role as our customers' voice.

• Responsibilities
• Act as the customer's voice by identifying and communicating customer pain points or opportunities to the Brock Safety Appliances product and engineering teams
• Creatively discover ways to improve productivity for the Customer Success team.
• Proactively identify ways to avoid customer contacts' recurrence by recommending changes to improve processes and knowledge articles.
• Grow your financial services expertise
• Ensure internal processes and quality standards are being followed correctly by outsourced partners by auditing a sample of cases and documenting evidence.
• Provide feedback to outsourced partners to ensure customer's experience continuous improvement as per internal processes
• Be the point of contact with outsourced partners to clarify procedural questions.
• Collaborate with internal Customer Support Operations to develop and document new processes and identify opportunities on the current ones Collaborate on training sessions for the outsourced partner to deploy accurately new process implementation
• Enhances department and organization reputation by accepting ownership for accomplishing new and different requests
• Analyze data to identify improvement opportunities and create plans to achieve higher performance
• Other duties as required or assigned
• Qualifications
• Bachelor's degree and at least 1-2 years of experience (college degree preferred)
• Must possess previous customer support experience in a role with direct contact with customers and exposure to procedures 1 - 3 years, preferably in the financial industry
• Strong written and verbal communication skills; Fluent written and oral English skills (Spanish is considered a plus)
• Attention to detail and strong analytical skills
• Must be able to act independently and be self-motivated
• The ability to quickly defuse customer anxiety through exceptional customer service skills
• Practical usage of Excel and Google Sheets and broader computer skills are required
• Must be detail-oriented and possess an overall happy disposition