Customer Service Representative

Job Summary:

The primary function of the Customer Service Representative (CSR) is to provide exemplary service to Nelson-Jameson customers via incoming phone calls, web and fax communications. The CSR staff will assist customers through order processing and expediting, quotes, repairs, returns, delivery information, product knowledge, research, problem solving and follow-up. Attention to detail, strong interpersonal communication skills, and a willingness to collaborate within the department and with other business units is essential.

Duties/Responsibilities:

● Handles incoming calls as the top priority, consistently providing customers with a friendly, cheerful greeting and pleasant, professional overall service.

● Processes incoming quotes, orders, repairs and returns by entering into the computer system in a timely, accurate, and efficient manner.

● Initiates callbacks to customers as needed for delivery, pricing, product and other order detail verification. 

● Processes new customer account requests with proper and timely paperwork completion and pleasant, professional communications.

● Keeps current on promotional events and new products, effectively informing customers on such events. 

● Uses good judgment in referring customers to others for technical assistance, utilizing conferencing when this improves service to the customer and increases knowledge-base for the CSR.  

● Listens actively to the customers to identify needs and provide solutions.

● Builds a positive rapport, and thus customer loyalty, with new and existing customers through exemplary service.  

● Collaborates with other departments to provide the best service to customers through effective teaming. 

● Serves as a backup to cover the front desk to check in visitors and perform any other front desk related duties.

● Other duties as assigned

 

Required Education and Experience:

● High school degree or equivalent.

● 1+ year of Customer Service experience in an office setting. 

● Computer knowledge skills and ability. 

 

Preferred Education and Experience:

● Education: Post-secondary degree.

● Experience: General office experience, telephone customer service or similar experience.

 

Why Nelson-Jameson: 

● Compensation: Starting at $18.00 per hour 

● Comprehensive Benefits Package

 

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 job.

While performing the duties of this job, the employee is regularly required to sit, use hands to handle, or feel, and talk, or hear. The employee is occasionally required to stand, walk, or stoop.

The employee must occasionally lift and/or move up to 25#. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

 

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

An office environment is typical in this position. The noise level is generally quiet.

 

Work Week:

 Hours: 40  Days: Monday – Friday, 8:30a.m. – 5:00p.m. Overtime: As needed

 

The above is an overview of the position described and is not intended to be all inclusive.  To perform this job successfully, an individual must be able to perform each responsibility and duty satisfactory. The qualifications including physical demands, listed are representative of the knowledge, skill, and/or ability required. Reasonable accommoda