The main responsibility of the Customer Service Representative is to provide accurate support for the client, vendor, and all other parties involved. Maintain a positive, flexible outlook, allowing for growth of the organization.
Our Customer Service Reps will handle a variety of contacts in a fast paced customer driven Call Center Environment. Associates are the first point of contact for our Customers and/or Sales Associates via Fax, Email and Calls. You must be able to multi-task while understanding the intricacies of processing orders, returns, complaints, tracking of orders and/or general questions. Customer experience is a top priority and an absolute focus.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
40%- Receive incoming calls, faxes or emails to place orders, process returns, answer product questions,provide order status and/or route customer to appropriate Department or Sales Professional.
15%- Handle customer complaints utilizing tools, training and problems solving skills as well as de-escalation techniques, conflict resolution skills and professionalism
15%- Provide helpful, professional, courteous assistance to all customers (Internal and External).
10%- Provide knowledgeable insight and information about our products by utilizing tools such as catalog and website. Upsells to Customers as designated.
10%- Interacts with other departments to resolve billing and shipping issues.
10%- Performs other clerical duties as assigned. Performs special projects as assigned.
NATURE AND SCOPE
Reports to Customer Service Manager. Has no direct reports.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.
Years of Relevant Work Experience: 0 years
Requires intermittent periods during which continuous physical exertion is required, such as walking, standing, stooping, climbing, lifting material or equipment, some of which may be heavy or awkward.
- 2 years of Call Center and/or Contact Center experience required.
- Must be PC literate and be proficient in typing as well as comfortable navigating a computer keyboard
- Must have strong desire to help customers, work well under pressure and maintain a courteous, professional demeanor at all times.
- Ability to learn and retain new information.
- Data Entry (5000-6000 key strokes per hour)
Knowledge, Skills, Abilities and Competencies:
- Ability to handle multiple tasks
- Strong follow up & problem solving skills
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.