CUSTOMER SERVICE REP

Job Title: Customer Service Representative Reports To: Customer Service Manager FLSA Status: Non-Exempt Department: Customer Service Division: Bone Dry Roofing, INC.   Summary: Responsible for supporting the company’s sales goals through good customer service, maintaining quality relations with existing accounts and providing sales coverage by performing the following duties.   Duties and Responsibilities (Include the Following/Other duties may be assigned as necessary):   Develops maximum sales potential out of assigned customers through good customer service techniques and knowledge of the company’s products and services, as well as the competition’s strengths/weaknesses. Applies knowledge of company products/services to efficiently process customer information and respond to inquiries and complaints in a diplomatic manner. Builds and maintains quality relations with assigned customers and increase the volume of sales on a consistent basis through ongoing determination of customer requirements. Contacts customers (telephone; e-mail; etc.) as frequently as necessary to meet and surpass sales goals for the company. ANSWERS THE PHONE AND SETS APPOINTMENTS Calculates prices, discounts and proposals to meet specific customer requirements in an efficient manner. Remains current on market conditions regarding products, product updates and new technologies through available resources. Maintains, updates and organizes files on all assigned customers. Analyzes customer accounts and promptly makes corrections and/or modifications to files. ASSISTS WITH ACCOUNT COLLECTIONS Contacts customers to obtain missing information or data to ensure an accurate customer database. Traces and expedites late orders to ensure customer satisfaction. Trains new Customer Service Representatives as requested Receives customer inquiries and complaints via telephone, mail or walk-in Processes client information as quickly as possible to enhance the company’s image. Traces and expedites late notices to avoid billing problems and maintain the company’s image with the client. Processes applications and or other required forms for submission on all new intercompany clients. Completes reports, follow up, issues drafts and sends the necessary information via facsimile, mail, courier or appropriate means to all pertinent parties. Maintains files in an orderly, accessible manner with client contact sheets, lists of services and other records. Verifies submitted quotes for integrity and coordinates the purchase with the customer. Communicates purchase order confirmation to appropriate individual. Processes all quotes into orders via computer, and verifies accurate customer and product information. Develops orders and provides feedback pertaining to “estimated time of arrival” of backorders, problems and other issues. Informs Sales Representatives and customers of all backorder information as required. ASSISTS THE OFFICE MANAGER WITH CREATING WORK ORDERS, APPLYING FOR PERMITS,ACQUIRING PERMITS, AND  UPDATING WARRANTY REPORTS. DOCUMENTS CALL LOGS     Education/Experience: High School Diploma or Equivalent. Prior customer service experience helpful.