At MSI, the Customer Service Representative (CSR) role is pivotal in fostering strong customer relationships and driving business growth. You will serve as the primary point of contact for clients, ensuring their needs are met efficiently and professionally, directly impacting customer retention and company reputation in a competitive market. In your daily responsibilities, you will handle a high volume of incoming customer inquiries via phone, email, and chat, resolving issues promptly to achieve a 95% first-contact resolution rate. Weekly, you will follow up on escalated cases, collaborate with sales and product teams to address complex concerns, and update customer records in our CRM system like Salesforce. Monthly, you will analyze call metrics, contribute to team reports on service trends, and participate in training sessions to refine skills. You will also manage order processing, process returns and refunds accurately, and upsell products when opportunities arise, working closely with logistics for timely deliveries. Expect to mentor junior reps on best practices and lead small process improvement projects. Candidates must possess a high school diploma or equivalent, with an associate's degree in business or communications preferred. At least 1-2 years of prior customer service experience in a call center or retail environment is required, along with proficiency in Microsoft Office Suite and CRM tools such as Zendesk or Salesforce. Familiarity with customer support software and basic troubleshooting for common technical issues is essential. Strong knowledge of the consumer goods industry and excellent English communication skills, both verbal and written, are necessary. Success in this role demands exceptional active listening, empathy, and problem-solving abilities to de-escalate tense situations effectively. You should thrive in a fast-paced environment, demonstrating multitasking prowess and a customer-centric mindset. Technical aptitude with telephony systems and data entry accuracy is crucial, complemented by soft skills like patience, adaptability, and teamwork to collaborate seamlessly across departments. MSI is a leading provider of innovative consumer products, committed to excellence, integrity, and customer focus since our founding over 20 years ago. Our collaborative team in Deerfield Beach operates in a vibrant, supportive culture that values work-life balance, continuous learning, and employee input. What sets us apart is our emphasis on empowerment, where your ideas can shape service strategies. We offer competitive compensation, though salary details are not specified at this time, paired with comprehensive benefits including medical, dental, and vision insurance, 401(k) with company match, and generous paid time off starting at 15 days annually. Enjoy perks like flexible scheduling, employee discounts on MSI products, tuition reimbursement, and opportunities for hybrid work arrangements after onboarding. Advance your career at MSI through clear paths to senior CSR, team lead, or supervisory roles, supported by ongoing training programs, certifications in customer experience management, and performance-based promotions. To apply, submit your resume via our careers portal today and join a team dedicated to your professional growth.