Customer Service Rep

POSITION SUMMARY

Interact with customers to provide information in response to inquiries about products and services and to handle and

resolve complaints.

ESSENTIAL FUNCTIONS

• Confer with customers by telephone in order to provide information about products and services, to take and

process orders and to answer customers questions

• Keep records of customer interactions and transactions, monitoring orders to ensure expeditious, complete and

correct delivery

• Resolve customer complaints by researching the order history and taking disposition of incorrect products or

service

• Follow-up to ensure that appropriate changes were made to resolve customers problems.
• Refer unresolved customer grievances to designated departments for further investigation.
• Solicit sale of new or additional services or products, including up-selling and add-on selling
• Maintain positive relationships with both internal and external customers
• Continuously improve skills in the areas of product knowledge, process knowledge and selling techniques
• Actively participate in departmental goal setting and goal achievement
• Conduct all activities in a safe manner, adhering to company safety standards
• Continuously work towards a "one-team" concept with outside sales representatives
• Apply STAR qualities - seamless, trustworthy, attentive, resourceful
• Provide stellar customer service and exceed the customer's expectations
• Perform other duties as assigned

Education : High School Graduate or General Education Degree (GED)

Experience : 0-3 years related experience

SKILLS & ABILITIES

Computer Skills

General computer knowledge required, including use of internet, email, MS Office

Other Requirements

• Basic math skills (fractions, decimals, division, multiplying, adding, subtracting)
• Keyboarding skills
• Ability to use a calculator, able to read, write and understand English
• Ability to communicate effectively and to articulate clearly
• Willing to study company catalog to assist in product knowledge
• Ability to use a multi-line phone system, occasional out-bound calling
• Ability to understand both company sales goals and initiatives