JOB FUNCTION/ PURPOSE

The Customer Service Representative II is responsible for handling and processing incoming calls and requests from customers.

RESPONSIBILITIES

Takes, prepares, tracks and expedites customer orders and inquiries by phone and in person. Fills out necessary paperwork associated with each transaction. Maintains customer information database by updating customer information when required. Generates reports as needed. Refers service failure complaints to designated departments for investigation. Assists in resolving customer complaints. Inputs information regarding inspections and payments. Prepares and maintains correspondence with customers. May be responsible for maintaining a cash drawer and processing cash payments. May be responsible for basic accounting responsibilities. Responsible for special projects as needed. Prepare documentation for adjustments to customer accounts. Other duties as assigned.

Education/Experience:

High School Diploma or

GED. 2-4

years related experience.

Technical:

Intermediate proficiency with Microsoft Office applications & internet. Ability to work with basic office equipment & phone systems. Ability to work with numbers, including calculations & cash handling. Ability to type 35 WPM, including Alpha-numeric keys & 10 key-machine. Working knowledge of billing and payment processing; Familiar with rate orders & contracts.

Communication:

Communicates clearly & professionally. Contributes to a positive internal & external customer experience. Maintains composure in challenging situations. Collaborates with others. Asks for constructive feedback.

Problem Solving & Quality:

Pays attention to detail. Identifies & solves problems. Escalates issues accordingly. Checks work for quality. Shares suggestions to improve quality & productivity.

Managing For Results:

Works independently with minimal supervision. Takes projects to completion. Follows all company policies & SOPs. Manages multiple tasks. Demonstrates flexibility in workflow & scheduling.

Leadership & Initiative:

Demonstrates a positive attitude. Acts in accordance with company vision, mission & values. Takes accountability for own performance. Willing to take on additional assignments. Seeks out opportunities for development.

PHYSICAL DEMANDS

The work environment is characteristic of an office environment: sitting, standing, walking, bending and lifting are required to perform job responsibilities. The employee must occasionally lift and move up to 20 lbs.