Job Details
The Customer Service Representative will interact with the company's customers by addressing inquiries and resolving complaints. In addition, the Customer Service Representative/Office Clerk will perform routine clerical duties to support the organization.
Leadership:
- Promote an environment and culture that focuses on fulfilling the mission and core values of Nexus.
- Model behaviors that support Nexus mission and core values to be a trusted advisor to our customers and members.
Duties and Responsibilities:
- Interacts with customers via telephone, email, or in person to provide support and information on products or services.
- Collects and enters orders for new or additional products or services.
- Fields customer questions and complaints; when the issue is beyond the representative's knowledge, forwards to the appropriate team member.
- Ensures that appropriate actions are taken to resolve customers' problems and concerns.
- Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
- Performs clerical duties including typing, filing, and completion of forms.
- Operates office machines including copiers, scanners, phone and voicemail systems, personal computers, and other standard office equipment.
- Answers phones, directs calls to appropriate individuals, and prepares messages.
- Copies, sorts, and files records related to office activities, business transactions, and other matters.
- Prepares letters, memos, forms, and reports according to written or verbal instructions.
- Sorts incoming mail and delivers to appropriate departments or individual; processes outgoing mail.
- Maintains filing systems either manually or electronically.
- Manages calendars and schedules appointments.
- Performs other related duties as assigned.
Requirements
Qualifications:
- High school diploma or equivalent
- Customer service/office clerical experience preferred
- Ability to type at least 45 words per minute.
- Service-oriented and able to resolve customer grievances
- Proficient computer skills with the ability to learn new software
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Proficient with Microsoft Office Suite or related software
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position:
- The employee is regularly required to talk or hear.
- The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls.
- The employee is occasionally required to stand; walk; sit; and reach with hands and arms.
- The employee must occasionally lift and/or move up to 50 pounds.
- Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
- The Prolonged periods sitting at a desk and working on a computer.
- The noise level in the work environment is usually low to moderate.
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.