Customer Service Representative

Customer Service Representative (Corporate)

This position is responsible for resolving customer questions, complaints and requests via the telephone or e-mail. Adhering to internal policies and procedures and utilizing working knowledge of the organization’s products to meet department productivity and quality standards.

Key Accountabilities:

• Continually develop and maintain working knowledge of internal policies, procedures and products.
• Ensure compliance with organizational policies and procedures.
• Assist customers and sales staff on status of orders and answer questions on pricing and product availability.
• Direct callers to the proper department as required.
• Accurately code and process orders for customers and sales staff.
• Resolve product or service problem by clarifying customer’s complaint; determine the cause of the problem and explain the best solution to resolve the problem; expedite the correction or adjustment and follow up to ensure resolution.
• Maintain solid customer relationships by handling their questions and concerns with speed and professionalism.
• Identify and escalate difficult customer situations to the appropriate party.
• As part of a team effort, participate in the achievement of department service levels and goals.
• Increase industry knowledge by attending educational workshops, reviewing professional publications and researching information on the Internet.
• Review under minimum report and release orders which meets company guidelines.
• Manage department voice mail and email boxes, to ensure orders are entered timely and accurately.
• Provide backup coverage for the reception area.

Requirements Knowledge/Skills/Abilities:

• Effective verbal and listening skills to provide courteous and professional customer service.
• Effective PC skills including, electronic mail, intranet, and industry standard applications.
• Ability to remain calm and courteous when handling difficult calls and requests.
• Ability to develop and maintain working knowledge of the organization’s products and services.
• Ability to work well in a team environment.

Education/Experience/Training:

• High School diploma or equivalency certificate required
• Minimum 3 years’ experience in customer service.
• Proficient in Microsoft Office; familiarity with order entry and inventory systems

Physical Demands and Environment:

• Work performed requires no measurable physical exertion, may be required to lift objects weighing up to 10 pounds
• Work is performed in a normal office sitting with intermittent standing or sitting as determined by the incumbent
• Work requires moderate concentration to effectively execute varied tasks with some level of complexity
• Works in a normal office environment
• Minimal potential for injury in the performance of duties