Customer Service Representative

Job Overview

The Customer Service Representative (Website Sales & Customer Support) is responsible for responding to website inquiries, managing customer leads, processing orders, and providing exceptional customer service through email, phone, and other digital channels. This role assists customers throughout the purchasing process, handles inbound and outbound calls via the 3CX phone system, and works closely with internal teams to ensure a seamless customer experience.

Roles & Responsibilities:

1. Respond promptly to website inquiries, online leads, and customer messages through email, chat, and other digital communication channels.
   
2. Qualify incoming leads and guide prospective customers through the purchasing process.
3. Provide accurate product information, pricing, availability, and order-related assistance.
4. Assist customers by answering inquiries, resolving basic concerns, and directing them to complete their purchases through the appropriate checkout process.
5. Process customer orders accurately and ensure all order details are complete and properly documented.
6. Handle inbound and outbound customer calls using the 3CX phone system
7. Meet established response time and customer service standards to ensure a positive customer experience.
   
8. Support website sales initiatives and contribute to achieving customer satisfaction and sales targets.
9. Perform other customer service and administrative duties as assigned by the immediate supervisor.
   

Job Qualifications

1. Bachelor's degree in Business Administration, Marketing, Communications, or any related field is preferred.
   
2. At least 1–2 years of experience in Customer Service, Sales Support, Inside Sales, or a similar customer-facing role.
3. Excellent verbal and written communication skills in English.
4. Ability to speak and write Spanish is an advantage but not required.
5. Experience handling website inquiries, online leads, email, live chat, or customer support is preferred.
6. Experience using CRM systems, ERP software, or customer service platforms is an advantage.
7. Familiarity with VoIP phone systems (e.g., 3CX) is preferred but not required.