Customer Service Representative

• Assist customers by diagnosing and resolving reported issues using established troubleshooting techniques
• Document customer interactions, troubleshooting steps, and resolutions in web-based customer service systems
• Provide guidance and education to users on navigating systems and utilizing features effectively
• Gather detailed information about system-related issues and escalate complex matters to the Development Team as needed
• Collaborate with management and cross-functional teams to stay informed about product updates, new features, and company policies
• Address customer inquiries related to 3rd party photo ordering processes and ensure smooth interactions
• Support end-users with account access, basic hardware and software setup, and system navigation
• Maintain an empathetic approach during all customer interactions
• Continuously improve service delivery by providing feedback and suggestions to leadership

• Minimum of 2 years of experience in customer service, preferably in a web-based environment
• High school diploma required
• Strong verbal and written communication skills
• Ability to adapt to changes in workload, systems, and processes with a positive attitude
• Deductive reasoning and problem-solving skills to address customer concerns effectively
• Excellent organizational skills with the ability to multi-task and maintain attention to detail
• Proficiency in Microsoft Outlook, Word, and Excel
• Experience in handling inbound and outbound calls, order entry, and call center customer service

Familiarity with Salesforce is preferred

• Medical, vision, dental, and life and disability insurance
• Eligible to enroll in company 401(k) plan