Customer Service Representative (Seasonal)
Rafter - San Mateo, CA

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What are we looking for? At, our customers are our #1 priority. We are seeking individuals who are upbeat, able to maintain a sense of humor and a positive communication style with our customers at all times. We are looking for several call-center representatives with at least 6 months customer service experience. You will handle a large volume of telephone calls, chats and emails, as well as projects on a need basis. You will demonstrate personal drive, commitment & positive energy. Upon completion of your training, you will be empowered to solve problems independently in a results driven environment.

Primary Responsibilities:
  • Communicating effectively with customers via email, live chat, and telephone
  • Handling customers’ inquiries
  • Researching, resolving, and following up on customer issues
  • Maintaining and updating our customer service database
  • Handling a large volume of phone calls, chat and emails
  • Assisting customer with order placing
  • Diligently following up with customers about their existing and previous orders
  • Appropriately documenting all transactions and pertinent interactions

Minimum Requirements:
  • Ability to communicate (verbally & written) professionally and clearly with all customers
  • Basic computer literacy. Must be comfortable with Microsoft Office Suite, and have experience using a PC in an office environment. If you don’t know what a browser is, this job isn’t for you
  • Experience using CRM and, Online Chat tools
  • Good comprehension skills-- ability to clearly understand and state the issues the customer presents
  • Good composition skills - ability to compose a grammatically correct, concise, and accurate written response
  • Excellent customer service skills, including maintaining focus on the customer issue amidst a bustling, fast-paced environment
  • Ability to quickly, pleasantly, and professionally work with customers to answer questions, deescalate problems, and determine an agreeable resolution to a customer’s problem and follow through to ensure a level of service that presents an overwhelming positive customer service experience
  • Takes ownership to resolve challenging customer issues, only escalating when absolutely necessary
  • Ability to approach problems logically & rationally
  • Flexible with working schedule; including working weekends, holidays/events as dictated by business need; most often occurring in the weeks surrounding our busiest seasons. Overtime is often required and mandatory during our peak seasons
  • Maintain a positive attitude; a smile that can be heard through the telephone and in your written communication
  • Maintain a calm, professional demeanor when faced with high demand, high volume workloads
This is a temporary (3 months), full time, non-exempt position.

About this company
At Ratchford & Rafter, LLP, our attorneys provide experienced and sophisticated advice with respect to the complete range of commercial and...