Customer Service Representative
Responsible for assisting customers with incoming/outgoing calls requesting product, service or repairs. Dispatch service techs to customer location, explaining customer issues in detail and track information for call in computer database.
Essential duties and responsibilities include the following:
- Excellent customer service skill on phone, with ability to understand and respond to customer requests/ordering. Customer satisfaction is top priority.
- Call customers to solicit orders for product. 100% accuracy required on order intake/delivery.
- Ability to upsell customers on current products and newly offered products.
- Informs customer of standard procedures or resolution for their requests.
- Coordinate problem resolution with service department.
- Excellent communication skills both oral and written.
- Ability to multi-task.
- Dispatch service tech and enter service call notes in computer database.
- Extensive data entry from various sources of available information.
- Invoice preparation, filing and accounts receivable.
- Responsible to develop memos, correspondence, reports and other documents as assigned or requested. Assist with a variety of clerical type duties.
- Direct incoming phone inquiries to appropriate resources.
- Other duties may be assigned or requested.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Supervisory responsibilities: None.
Competencies: Excellent interpersonal and written/verbal communication skills, competent computer skills in use of Word, Excel, and Access, with ability to create spreadsheets and databases for analysis and tracking of various information. Demonstrated organizational skills.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Education and/or experience: High school or GED preferred but not required. One (1) year work experience in a dispatch, or in a customer service representative position.
- Language skills: Ability to read, analyze and interpret reports and work instruction. Ability to respond to common inquiries or complaints from customer, or members of the business community. Excellent skills in both written and verbal communication required.
- Mathematical skills: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Must be able to understand basic math.
- Reasoning ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions supplied in both written and verbal format. Close attention to detail required to verify product stock numbers and date codes.
Computer skills: Knowledge of Microsoft Office (Word, Excel, Outlook, Access).
Travel required: None.
Physical demands: 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.
While performing the duties of this job, the employee is occasionally required to stand; walk; use hands; climb stairs; balance, stoop, kneel, crouch or crawl; talk or hear. This position requires the employee to remain in a seated position up to 90/95% of workday. The employee must occasionally lift, push, pull, carry and/or move from 10 to 50 pounds. Specific vision abilities required by the job include close vision. Repetitive use of the hands/arms/shoulders required in completing data entry work on computer.
Work environment: Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The noise level in the work environment is usually moderate (typical office environment). Long periods of time in a seated position required for this position.