Customer Service Representative

Job Title Customer Service RepresentativeSalary: $19.25/hr Department: Service Center Reports to: Service Center Supervisor Additional info: Salaried/Exempt, Full time  JOB SUMMARY:Reporting to the Service Center Supervisor this position is responsible for accepting inbound calls to assist the retail installation and merchandising field organizations with a variety of issues. JOB FUNCTIONS:To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in-group problem solving situations; Uses reason even when dealing with emotional topics; works well under pressure.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments
• Communication - Oral Communication: Speaks clearly and persuasively in positive or negative situations; listens and obtains clarification; Responds well to questions; Participates in meetings. Written Communication: Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information; ability to multitasks toggling between multiple forms of communication (email, phone, IM etc.)
• Personality – Must have outgoing personality with good phone presence.

SKILLS AND ABILITIES REQUIRED:

• Experience in both retail operations and phone support roles are preferred but not required.
• Basic computer and typing skills required.

PHYSICAL REQUIREMENTS:

• Usual and customary requirements of administrative personnel as part of an office environment. Alternate sitting and standing as tolerated.
• Usef a keyboard, mouse, headset, phone, viewing of monitors on a consistent basis

Working Conditions

• Office environment – hybrid, currently at one day per week in Lisle Corporate Office, rest of week remote (i.e. home.)
• As in all salary and exempt positions, working an excess of 40 hours per week may be necessary to effectively perform the duties and responsibilities of the job

What We Offer:

• Full time (40 plus hours per week) 
• FLSA status: Non-exempt  
• Compensation: $19.25/hour 
• Benefits: Medical, Dental, Vision, Life/AD&D, short and long term disability insurance, FSA (qualified health and dependent care) effective first of the month after 30 days of employment 
• Employee Assistance Program – free and confidential 
• 401k – for new employees, eligible after 12 months of employment, must be at least 21 years of age, employer match 100% on first three percent of employee contributions and additional 50% up to next two percent of employee contributions 
• Vacation: for new employees to accrue ten (10) hours of time per month 
• Floating Holidays (i.e. personal days) – sixteen (16) hours of time per calendar year (prorated for this year) 
• Illinois Paid Leave for All Workers paid time off (48 hours per calendar year, prorate for this year) – only available to those working in the state of Illinois.  Working outside of IL: eligible for up to 48 hours of paid sick time per calendar year (prorated for this year