Customer Relations Representative, PSA (Contract-To-Hire)

As a Customer Relations Representative at PSA, your responsibilities will include clarifying customer inquiries, resolving issues, collaborating with various departments to provide effective solutions, processing adjustments to accounts, and maintaining accurate records of transactions. You'll also be expected to escalate unresolved issues to the appropriate supervisors when necessary, thereby ensuring a seamless experience for our customers.

To apply for the Customer Relations Representative position at PSA, you should have at least a high school diploma or equivalent, although a college degree is preferred. Additionally, having a minimum of six months of relevant experience in customer relations is essential, along with strong problem-solving and communication skills. Familiarity with Google Workspace and Salesforce is also helpful.

At PSA, customer satisfaction is achieved through training in conflict resolution and strong communication skills. As a Customer Relations Representative, you'll utilize these skills to understand customer concerns, clarify issues, and provide solutions, ensuring that every interaction is handled with care and professionalism, ultimately leading to higher customer satisfaction rates.

To thrive as a Customer Relations Representative at PSA, critical skills include excellent verbal and written communication, strong listening abilities, and effective problem-solving. Being detail-oriented, organized, and possessing the ability to empathetically engage with customers will also contribute significantly to your success in this role.

The work environment for a Customer Relations Representative at PSA is collaborative and fast-paced. You’ll be working directly with colleagues across various departments, contributing to a culture of teamwork. The onsite position in Jersey City, NJ, enables you to engage in dynamic interactions while working towards common goals of customer satisfaction.

When addressing a dissatisfied customer, it’s crucial to listen actively to their concerns, showing empathy and understanding. I would acknowledge their feelings, clarify the issue, and work collaboratively to find a solution that meets their needs. This approach not only resolves their issue but also helps build trust.

In a previous role, I encountered a situation where a customer was upset due to a shipping delay. I calmly assured them I would investigate and kept them informed throughout the process. By providing consistent updates and ultimately resolving the issue to their satisfaction, I turned a negative experience into a positive one.

I prioritize tasks using digital tools like spreadsheets and task management apps to keep track of customer inquiries and resolutions. I also set daily goals for responding to emails and handling calls, ensuring each task gets completed efficiently.

Clear communication is vital, so I always make an effort to avoid jargon and ensure my explanations are straightforward. I also confirm understanding by summarizing what the customer has shared and the solutions we discuss, inviting any questions at the end.

Teamwork is essential in a Customer Relations environment. Working collaboratively with other departments allows us to address customer issues more effectively and create streamlined processes. Sharing insights and solutions enhances our service quality significantly.

Essential qualities for success in this role include empathy, patience, strong communication skills, and problem-solving abilities. It’s also important to be adaptable and open to feedback to continuously improve customer interactions.

If I’m faced with a question I cannot immediately answer, I would honestly inform the customer that I need to look into the matter further. I always ensure them that I will follow up with the necessary information as soon as possible, demonstrating my commitment to resolving their inquiry effectively.

I handle stress by prioritizing my tasks and maintaining a steady workflow. Taking short breaks to regroup and utilize relaxation techniques, such as deep breathing, helps me manage stress effectively and ensures I remain focused and efficient.

I am motivated by the opportunity to help people and resolve their issues. Knowing that I can play a part in enhancing someone’s experience and satisfaction provides a rewarding sense of achievement that fuels my passion for this work.

To stay up-to-date with changes in products and services, I would actively participate in training sessions and team meetings while reviewing company communications. Additionally, I would utilize internal resources, training materials, and online documentation to ensure thorough knowledge and customer support.