Customer Service Representative (PT) - job 1 of 2

As a Customer Service Representative (PT) at SanMar, your main responsibilities include taking inbound calls and maintaining professionalism while establishing rapport with customers. You'll educate them on products and services through various communication channels, troubleshoot issues, and accurately process transactions using our computer systems. Additionally, you'll build positive relationships with internal team members and participate in ongoing training to stay updated on protocols and offerings.

To qualify for the Customer Service Representative (PT) position at SanMar, you need at least one year of customer service experience along with strong verbal and written communication skills. Ideal candidates should demonstrate attention to detail, a results-oriented mindset, and the ability to meet productivity metrics. Basic math and computer skills are required, and familiarity with Microsoft Outlook or Dynamics 365 is a plus.

At SanMar, the salary range for a Customer Service Representative (PT) varies depending on your location and experience. For Washington, hourly wages range from $20.29 to $25.00, while Nevada ranges from $18.67 to $23.00, and Arizona, Idaho, and Montana range from $17.45 to $21.50. There’s also an annual discretionary bonus of up to $2000 based on your base salary.

Yes, SanMar offers an attractive package of benefits for Customer Service Representatives (PT). This includes comprehensive medical, dental, and vision coverage, a 401k plan with matching contributions, life insurance, short and long-term disability coverage, and paid maternity/paternity leave. Additionally, employees accrue paid time off and enjoy 8 paid holidays and 1 paid family day off each year.

The work environment for a Customer Service Representative (PT) at SanMar is remote, allowing for flexibility and comfort. You’ll be expected to engage with customers primarily over the phone, email, and chat, requiring a dedicated workspace with minimal distractions. The position demands proficient use of computer systems, and you should be prepared to work for multiple hours with the occasional interruption, all while maintaining focus and professionalism.

When answering this question, focus on specific examples that highlight your customer service skills. Detail the types of interactions you've had, any metrics you’ve met or exceeded, and how you resolved customer issues. Relate your experience back to the key responsibilities of the Customer Service Representative position, demonstrating your capability to adapt and succeed in those areas.

Discuss your approach to conflict resolution in customer service. Highlight the importance of listening actively to customers, empathizing with their concerns, and providing clear solutions. Share a specific incident where your techniques led to a positive outcome, illustrating your ability to stay calm under pressure and effectively resolve issues.

Explain your time-management strategies when juggling multiple tasks. You might mention utilizing a system to assess urgency, setting priorities based on customer needs, and maintaining a checklist to stay organized. Show that you're capable of working efficiently while maintaining a high standard of service.

Here, you could outline a proactive approach to learning about products, such as reviewing training materials, engaging with coworkers in knowledge-sharing sessions, and utilizing resources available on the company’s intranet. Demonstrating your willingness to learn shows your commitment to providing accurate and helpful information to customers.

Select a specific anecdote that showcases your commitment to customer satisfaction. Describe the situation, your approach to going above and beyond, and the positive feedback received from the customer. This illustrates your dedication to delivering exceptional service and adds a personal touch to your interview.

Acknowledge the reality of customer service roles often involving repetitive tasks but highlight how you maintain focus and interest. Talk about setting small goals for yourself, taking breaks to refresh, and reminding yourself of the importance of each interaction in contributing to customer satisfaction.

Mention skills such as effective communication, empathy, and problem-solving. Explain why you believe these skills are critical for the role at SanMar, linking them directly to customer service success. Providing specific examples of how you embody these skills will strengthen your answer.

Research SanMar before your interview to share insights into its mission, products, and culture. Express genuine interest in the company and how your skills align with its values. This demonstrates not only your knowledge but also your enthusiasm for joining the team.

Discuss various resources you utilize, such as professional development courses, customer service blogs, and industry webinars. Emphasize your commitment to continuous improvement and staying informed about the latest in customer service to better serve clients.

This question assesses your problem-solving and resourcefulness. Explain your strategy for ensuring customer needs are met, such as politely informing the customer that you will find the information and following up promptly. This approach illustrates your dedication over merely providing an answer without seeking assistance.