Customer Service Specialist

Kiefer Aquatics
Job Description – Customer Service Specialist

Position: Customer Service Specialist
Location: Bloomington, IL
FLSA Class: Non-exempt (hourly)
Reports to: Customer Service Supervisor

Summary:
The Customer Service Specialist will provide accurate product, order, and service information to enhance the customer’s experience with our company. Ability to resolve product or service problems by clarifying the customer’s complaint, selecting and explain the best solution, and following up to ensure resolution is critical for success.

Essential Functions/Primary Duties:

• Process incoming orders (via phone, fax, email) for existing customers and new customer setup
• Maintain accurate customer records, updates, and order information
• Maintain positive rapport with every customer, including when resolving difficult situations
• Ability to learn and navigate our sales system
• Stay up to date on our products to ensure accurate product knowledge
• Partner with the sales and operations team to exceed the expectations of our customers
• Other general duties may be assigned from time to time

Education/Experience:

• High school diploma or equivalent
• Minimum of 3 years of customer service experience including order entry and daily phone interaction
• Experience with computer/order entry software, phone systems, and Excel

Skills/Attributes:

• Timely attendance and strong work ethic
• Strong interpersonal communication and relationship building skills
• Strong attention to detail and follow-up
• Empathy, positive attitude, and patience in dealing with confused or upset customers
• Commitment to continual learning about our products, processes, and services
• High level of integrity with a strong sense of accountability

Working Conditions:
The work environment is an office setting which exposes this position to office noises and interruptions such as printers, phones, and talking between coworkers and customers. Occasional work is required in the warehouse. The work environment in the warehouse includes frequent changes in temperature depending on outdoor climate and occasional loud noises with no exposure to hazardous materials.

Supervisory Responsibilities:
This is a non-supervisory position.

Physical Requirements:
The physical demands of this position are representative of those that must be met in order to successfully perform the essential functions of this job.

• Regularly required to sit for extended periods of time with occasional movement about the office
• Regularly required to sit for extended periods of time and use hands to reach for and handle phone and computer equipment and other types of office equipment/supplies
• Occasionally required to work in warehouse and stand for extended periods of time, kneel, twist, and push, pull, and lift in excess of 50 pounds, including lifting above shoulder level
• Specific vision requirements include close vision, distance vision, peripheral vision, color vision, depth perception and ability to adjust focus

Position Type/Expected Hours of Work:
This is a full-time, day shift position with typical work hours of Monday through Friday from 8:00 am to 5:00 pm. Overtime is expected during our busy season of April 1st to July 1st each year.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Job Type: Full-time

Pay: $16.00 - $17.50 per hour