Brook + Whittle

Customer Support

• Manage incoming contacts and initiate customer contact via phone, email, and other methods when appropriate
• Greet customers and determine the reason for contact
• Provide accurate product and service information using procedures, guidelines, information systems, and resources
• Build sustainable customer relationships through open and interactive communication
• Guide customers in initiating and maintaining customer accounts and orders
• Listen actively, gather relevant information, escalate concerns when needed, and communicate proposed resolutions
• Identify and assess customer needs to achieve satisfaction
• Provide relevant and appropriate company information
• Contribute to team objectives as needed
• Recommend potential products or services to management based on customer input
• Process and monitor orders from ticket creation through proofing and submission to production
• Work under supervision while often operating independently with select customers
• Promote excellent service standards and customer loyalty
• Work in a clerical office setting using computers, phones, photocopiers, filing cabinets, and fax machines

Customer Service Representative