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