Customer Service Specialist

PPS is seeking a Customer Service Specialists to join our team in Phoenix. CS Specialists are the front-line and are the first point of contact for our customer’s queries/concerns. To be successful in this role you must have a passion for providing first class Customer Service. The CS Specialist is a key role in the organization that drives our success; someone who needs a sense of purpose would be a great fit for this role.

Responsibilities and Duties

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• Handle and direct incoming Phone Calls in assigned division.
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• Manage customer inquiries via Phone, Email, and Freshdesk; Tickets are initiated in Freshdesk (Ticketing System) so experience in Freshdesk CRM is a plus (Not required).
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• Respond and resolve Tickets within department SLA
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• Become expert in entering orders using our EDI System
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• Collaborate with colleagues and necessary departments to attain solution
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• Act as backup for other divisions as necessary per Organizational needs.
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• Perform data entry tasks for customer order fulfillment
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• Respond to customer queries/complaints and submit claim/credit request on customers behalf
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• Diligently identify and report ongoing concerns/issues to upper management for resolution
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Qualifications

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• High School Diploma/GED
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• Customer service or any customer facing experience
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• Must possess excellent communication and great problem-solving skills
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• Must have adequate time management and ability to prioritize tasks
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• Must be able to de-escalate an escalated matter
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• Possess the capacity to express empathy
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• No license or Certifications required to perform job duties
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