Customer Service Representative

DEFINITION:

The Customer Service Representative helps customers with questions, and concerns. They give customers information about products and services, help customers understand the product and help attract potential customers by suggesting information about other products and services. Customer Support Representative is responsible for profitably satisfying the customer’s needs through activities such as phone calls (incoming and outgoing) and emails.

KEY MEASURES:

1.   Review Results of Customer Service Satisfaction Survey

2.     Respond to all e-mails within the next business day.

3.    Respond to all calls before the end of that day.

4.     Assist the sales team in reaching their sales goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES will vary depending upon the level of assignment and duties may include, but are not limited to, the following:

• Quickly respond to incoming consumer calls (sales and technical).

• Quickly respond to consumer emails (within the next business day).

• Create sales orders.

• Product returns/warranty authorization.

• Warranty form data entry.

• Weekly IP meeting with Sales Director.

• Attend Customer Service meeting.

• Attend monthly company meeting.

• Attend monthly office meeting.

• Monitor Incoming Phone and Email Volume

• Categorize phone and email topics.

• Inventory and sales support of the walk-in store.

• Gather and submit email addresses to Marketing Assistant for Customer Service Satisfaction Surveys.

• Return Products Report (quarterly).

• Maintain/create all Customer Service SOPs.

• CRM data entry accurate and up to date.

• UPS tracking emails

• Special projects as assigned.

JOB QUALIFICATIONS:

Education: High School Diploma

Experience: Prior customer service experience preferred.

Skills: Practical knowledge of customer service. Ability to listen and understand the customer. Ability to learn and build excellent product knowledge. Honest and reliable are key characteristics. Ability to work with others. CSR should not be easily distracted. Ability to communicate clearly both orally and in writing. Ability to analyze call and e-mail volume data for trends.  Ability to analyze call and e-mail types to help better align our messaging efforts. Able to type 30+ words per minute is preferred.