Job Details
SUMMARY
The Customer Service Representative is primarily responsible for providing all processing and tracking of customer orders and complaints from start to finish. The Customer Service Representative 3 may be asked to assist the supervisor with daily tasks and team oversight as well as to provide assistance to team members and take a leadership role within the group.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Responds to customer inquiries by phone or in person and receives orders. May handle escalated calls and use the proper tools to maintain customer satisfaction
Mentors new hires and assists supervisor in conducting training to call center staff
Takes, prepares, tracks, and expedites customer orders
Fills out necessary paperwork associated with each transaction
Responsible for resolving customer complaints
Routes complaints of service failures to designated departments for investigation
Process and reviews status of new and existing orders requested by customers
Inputs information regarding inspections and payments
Generates reports as needed
Research payment and deposit history as needed
Responsible for special projects as requested
Prepares and maintains correspondences with customers
Assists in training new customer service representatives
Maintains customer information database by updating customer information when required
May be responsible for basic accounting responsibilities
Understands and adheres to all company health and safety procedures as they relate to essential job functions
QUALIFICATIONS
Must have strong intra-personal skills with a positive attitude
Good phone and customer service skills
Good attention to detail
Good follow-up skills
Proficient use of computers
Customer service/call center experience preferred
EDUCATION and/or EXPERIENCE
High school diploma or equivalent and 5 years experience in Customer Service or an equivalent combination of education and experience
CERTIFICATES, LICENSES, REGISTRATIONS
None
PHYSICAL DEMANDS
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions