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Full Job Description

Role Overview

Join CDS Global as a Phone Customer Service Representative Level 1

Join CDS Global as a Phone Customer Service Representative Level 1 and play an important role in delivering helpful, reliable support to our customers. In this role, you’ll assist customers with questions and requests, resolve issues with care and accuracy, and help create a positive experience with every interaction. This is a remote, regular full-time position in our Boone, Iowa location ideal for someone who enjoys helping others, communicates clearly and can navigate customer needs with patience and professionalism in a fast-paced environment.

The Phone Customer Service Representative Level 1 provides professional telephone support to customers by responding to inquiries, resolving concerns, and maintaining customer account information in accordance with company policies and client requirements. This role requires a strong customer service focus, effective communication skills, basic computer proficiency, and the ability to meet established performance standards while working collaboratively in a team environment. The representative also promotes products and services when appropriate, maintains confidentiality of company and client information, and contributes to a positive customer experience.

Essential Functions

• Maintains confidentiality of CDS Global and its client’s proprietary information.

• Works under general supervision.

• Receives and interprets verbal customer inquiries and/or complaints by telephone and responds to customer verbally using terminals and PC's while performing searches, look-ups, and account maintenance to customer accounts according to established departmental policy and work flow priorities.

• Maintain customer-centric approach, determines the best method to assist customer and resolve problems to ensure customer satisfaction, according to department guidelines and/or client specifications.

• Utilizes established methods and procedures to offer and promote magazine and product opportunities to customers when appropriate in order to achieve upsells and/or cross-sells according to established departmental policy.

• Reads, interprets, and maintains current information on client specific data by utilizing various resources including publisher screens, voice mail, memos and web sites.

• Continually performs and meets performance standards of the functions of this position. Consistently meets the performance expectations.

• Informs management of complaint trends, distribution problems, and/or feedback from customers.

Collaboration and Professionalism

• Treats colleagues with respect; communicates with honesty and transparency, candor and directness.

• Works in a cooperative and professional manner, with all levels of employees, vendors and/or clients in a team-oriented environment.

• Forwards appropriate information to management.

• Organizes tasks and resources to complete work and meet deadlines according to established departmental procedures.

• Adheres to CDS Global attendance policies; reports to work station as directed by management.

• Follows all CDS Global ergonomic and safety policies.

• Actively participates in teams.

• Initiates new ways of solving problems for customers and colleagues.

• Displays sense of urgency with job responsibilities.

• Reacts professionally to changes while remaining productive.

Additional Duties and Responsibilities

• Assumes additional responsibilities as required.

Education and/or Certification, Skills and Licensing

Education

• High School or equivalent preferred.

Experience

• Customer service background or experience working with people preferred.

Skills

• Minimum Typing Requirements 20-25 WPM.

• 10-key preferred.

• Proficient verbal and written English communication skills.

• Proficient, fluent, English and Spanish communication skills (verbal and written) required for Bilingual Representatives.

• Simple math skills.

• Basic PC Knowledge and skills (ability to login, use Order Management Systems with minimal assistance, and navigate online).

• Problem solving skills.

Physical & Scheduling Requirements

TK

• Mandatory Training: TK

• Work Schedule: TK

• Work Location: TK

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be a complete list of all responsibilities, duties and skills required of personnel assigned to this job.

Compensation

TK

Benefits

CDS Global offers a competitive benefits package to eligible employees, including:

• Health coverage: Two medical plan options—High Deductible and Traditional—plus comprehensive dental and vision plans.

• Time off and protection: Generous PTO, holiday pay, basic and voluntary life insurance, AD&D insurance, and short- and long-term disability coverage.

• Retirement: A 401(k) retirement savings plan that allows employees to begin contributing immediately.

• Wellness and development: Wellness and tuition reimbursement programs.

• Family support: Paid parental leave for eligible new parents.

• Child and dependent care: Up to $750 per month in reimbursement for qualified child and dependent care expenses for eligible full-time employees.

Additional Information

Post-offer, pre-employment background checks are conducted on qualified candidates. Pre-employment drug and/or health screenings may be required for some positions.

If you’re excited about this role but don’t meet every requirement, we encourage you to apply anyway. You might be just the right fit.