Consumer Service Representative

Position Title: Consumer Service Representative 1

Department: Sales

Level: Corporate Staff

Reports to: Consumer Service Manager

Summary:

This position is responsible for incoming and outgoing communications, and various miscellaneous office/clerical duties.

Major Duties and Responsibilities:

• Take incoming phone calls, answering customer emails and chats from customers daily.
• Provide first call resolution on product support, warranty issues and orders.
• Opens mail from customers.
• Reviews and research problems obtaining necessary information from policies, procedures, or practices.
• Informs customers of standard procedures or resolution of problem.
• Maintains high level of customer service professionalism when responding to customers via via phone, mail, chat or e-mails.
• Follows up, either verbally or in writing, to ensure customer satisfaction.
• Types up answers to customer inquiries and sends out periodically.
• Order entry processing from customers via phone, mail, web pages and/or e-mails.
• Other miscellaneous clerical duties as required. (Moving files.)
• Front Desk operator relief at breaks and lunch.

The above listed duties are areas of major responsibility and are not an all-inclusive list. Other duties may be required as assigned.

Education and Experience:

High School diploma or GED required. Must be detail oriented, focused, and able to perform multiple tasks. Must have excellent communication skills and be able to work under stressful conditions at times. Typing and computer basics needed in Word, and Microsoft Outlook. Data Entry skills are required. Must be dependable, this is a very important position in the company.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Speaking and listening. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Repetitive computer keyboard use and talking on the phone for extended time periods.

Key Performance Indicators:

Phones:

- Take orders, troubleshooting products to help customers,

enter warranty returns orders for all brands accurately and efficiently.

- Average Handle Time (AHT) – working towards 6:20 or less

Customer Email:

-Answering 15-20% of the incoming emails daily,

- keeping count of your answered emails and entering this information into spreadsheet daily.

- Troubleshooting with customers via email to answer questions and resolve issues across all brands.

Warranty/Returns

Work returns paperwork on assigned week. –

Contacting customers for payment –

Entering orders to ship back repaired/replaced product

Mental Requirements: General Intelligence, Verbal Intelligence, Numerical Intelligence ability to meet and maintain all KPI’s

Workplace Environmental Conditions:This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.