Job Summary:
The Customer Service Representative will interact with the company's customers by addressing inquiries and resolving complaints.
Supervisory Responsibilities:
None
Duties/Responsibilities:
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Fields customer questions and complaints; when the issue is beyond the representatives knowledge, forwards to the appropriate staff.
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Ensures that appropriate actions are taken to resolve customers problems and concerns.
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Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
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Answer phones, primarily customer incoming lines, and assist customers in setting up service calls, answering their questions, or directing their requests to the proper source.
- Schedule the service call in accordance with established company procedures and advise customer of such. Ensure that each technician has/maintains a fully loaded schedule daily (if possible)
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Create sales orders in computer system
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Performs other related duties as assigned.
Required Skills/Abilities:
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Excellent communication skills including active listening.
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Service-oriented and able to resolve customer grievances.
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Proficient computer skills with the ability to learn new software.
Education and Experience:
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High school diploma or equivalent.
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Customer service experience required.
Physical Requirements:
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Prolonged periods sitting at a desk and working on a computer.
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Must be able to lift up to 15 pounds at times.
Hours: 8 am-5 pm Monday through Friday
Performance to be Measured by:
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Customer Satisfaction
- Telephone skill performance metrics
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Other job specific metrics