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