Customer Service Representative

About the Role

iPostal1 is seeking confident, upbeat, and personable Customer Service professionals to support growth at its Hoboken, New Jersey location. This is an exciting time to join the team. The role includes a two-week paid training. This is an in-office role; remote work is not available.

Key Responsibilities

• Answer inbound calls from customers promptly and professionally.
• Identify the type of assistance needed.
• Ascertain the level of assistance required to resolve inquiries and escalate when appropriate.
• Deliver all information in a positive, conversational, and compassionate manner.
• Manage customer expectations.
• Actively engage customers in on-line chat contexts.
• Assist customer tickets from the queue with general inquiries, product support, service recommendations, and basic sign-up issues.
• Provide mail support to the Mail Center Manager, including mail sorting, digital uploading, and dispensing.
• Handle escalations, team supervision, analytics, and reporting as assigned.

Requirements & Tech Stack

• Comfortable supporting customers via phone, chat, and email.
• Ability to think on your feet.
• Positive, team-oriented attitude.
• Active listening skills.
• Results oriented.
• Strong work ethic.
• Excellent verbal and written communication skills.
• Proficient in navigating a CRM and/or multiple software applications.

Qualifications

• Previous experience in a customer service-oriented role.