Position Overview A Customer Support Representative (CSR) will increase customer satisfaction (both to external end consumers and internal customers- our sales reps) and company profitability by handling customer support needs in a world class manner. To achieve this, the CSR will put the customer and their needs first, delight the customer with exemplary service, and establish an effective foundation for a long term relationship with the company. The CSR will be responsible for handling customer (internal and external) calls, emails and working the service ticketing system to assist customers with order modifications, cancellations, returns, missing packages and product offerings, closing IB sales, offering upsells and ensuring compliance. Essential Functions, Duties & Accountabilities Customer Call, Email & Service Ticket Handling 1. Handle inbound customers in a friendly and professional manner, engaging them in dialog and ensuring that every customer has a positive, comfortable, world-class experience. 2. Resolve all customer support issues - whether internal or external- to the customers' expectations in a timely and efficient manner, delivering first call resolution and the highest degree of customer satisfaction. 3. Consistently capture the customer order, with a secondary focus on up sell after closing of the order. 4. Build rapport as a GovMint.com Representative, adhere to compliance requirements and complete customer orders with superior accuracy and efficiency. 5. Be the Voice of the Customer and bring forward any issues that impact the overall Customer Experience. Customer & Sales Support 1. Completes Order verifications, prepares payment & order histories, helps with all other customer requests in timely and accurate manner as needed. 2. Provide administrative support to the Coin Sales Reps and Sales Managers including order modifications, cancellations, returns, missing packages. 3. Demonstrate ability to operate all software as needed- Ecometry/CRM, VAULT, Maximizer, Microsoft Word, Xcel, PowerPoint, Publisher etc. General Performance 1. Maintain up to date knowledge on all products and promotions, using company provided materials such as scripts, fact sheets, online tools and product samples, effectively in interactions with customers. 2. Maintain and exceed performance and quality standards as defined by department management. 3. Identify opportunities for continuous improvement in personal, departmental and organizational areas to enhance department and company performance. Additional Functions, Duties & Accountabilities 1. Ability to work effectively switching continuously from internal customers (Sales Reps) to external customers. 2. Consistently work to improve listening and verbal communication, as well as rapport-building skills, in order to more effectively interact with the customer. 3. Be at work in a prompt and reliable work fashion, maintaining flexibility in work schedule to meet business needs. 4. Actively and positively contribute to the overall success of GovMint.com, supporting the company and other departments wherever and whenever your skills and experience would be beneficial. 5. Uphold and promote the company's I-CARE values system of integrity, communication, accountability, respect and energy in all relationships with customers, suppliers, fellow employees and other stakeholders. 6. Understand and support all company policies and procedures, including those regarding safety, security and compliance. 7. Ensure the confidentiality and full and complete safeguarding the company's trade secrets and any of our business clients' customer lists and related records. Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply. If you would like to complete our voluntary self-identification form, please click here or copy and paste the following link nto an open window in your browser: https://jobs.beaconhillstaffing.com/eeoc/ Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records. Company Profile: Founded by industry leaders to set a new standard in search, career placement and flexible staffing, we deliver coordinated staffing solutions with unparalleled service, a commitment to project completion and success and a passion for innovation, creativity and continuous improvement. Our niche brands offer a complete suite of staffing services to emerging growth companies and the Fortune 500 across market sectors, career specialties/disciplines and industries. Over time, office locations, specialty practice areas and service offerings will be added to address ever changing constituent needs. Learn more about Beacon Hill Staffing Group and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.beaconhillstaffing.com . We look forward to working with you. Beacon Hill. Employing the Future (TM)