Customer Service Representative

Customer Service Representative American Excelsior Company - 3.1 West Chicago, IL Job Details Full-time $21 - $22 an hour 1 day ago Benefits Dental insurance Flexible spending account Paid time off On-the-job training Employee assistance program Vision insurance 401(k) matching Employee discount Opportunities for advancement Referral program Qualifications English Full Job Description Description Provides front-line customer service by handling high volumes of calls and emails, resolving billing and product inquiries, and addressing customer concerns. Supports daily office, clerical, and HR operations, including order processing, payroll assistance, and administrative tasks. Works with customers and internal teams to ensure accurate information, timely follow-up, and effective problem resolution. Key Responsibilities Greets customers warmly and determine problem or reason for calling. Answers large amounts of incoming calls regarding products, billing issues, product problems, and general client concerns. Assists Office Manager in the daily clerical and Human Resources operations including but not limited to orders/return/credit/invoice/scheduling entry, shipping and receiving, mailing, scanning, and other correspondence, payroll, employee change request forms, benefits questions, performance reviews, and other HR related tasks. Helps to resolve customer complaints by gathering information, records and performing needed follow up actions. Examines records such as bills, computer printouts, bills of lading, and related correspondence, and converses with customer and other company personnel such as billing, credit, sales, service, or shipping, to obtain facts regarding customer questions or complaints. Confers with other supervisory or managerial personnel to recommend changes to avoid recurring customer complaints. Notifies customer and designated personnel of account status, adjustments and recommendations such as exchange of merchandise, refund of money, credit of customer's account, or adjustment of customer's bill. Other duties as assigned. Skills, Knowledge and Expertise High school diploma or general education degree; or three years' related experience and/or training; or equivalent combination of education and experience. Working knowledge of Microsoft Outlook, Excel, and Word. SyteLine or SalesForce software experience is beneficial.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts and interest.

LANGUAGE SKILLS

Fluency in English, both written and oral, is required. Ability to read and write reports, business correspondence, and customary business documents. Ability to effectively present information and respond to questions from groups of employees, managers, clients and customers in small or large groups settings.

TECHNOLOGICAL SKILLS

Working knowledge of Microsoft Outlook, Excel and Word; SyteLine or Sales Force software experience is beneficial.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to analyze and interpret general business or financial reports, professional journals, or technical procedures furnished in written, oral, diagram or schedule form. Benefits Competitive PTO 401(k) Match Health, Life, Dental, and Vision insurance Flexible Spending Account On-the-job training Opportunities for advancement Employee Assistance Program Referral Program Employee Discount Program Financial Wellness Program About American Excelsior Company Since 1888, American Excelsior Company has manufactured and distributed products for packaging, cushioning, engineered foam specialties, erosion control, and a wide variety of engineered wood fibers. AEC's nationwide manufacturing and distribution capabilities ensure efficient delivery from 7 manufacturing plants across the country. Offers for newly hired individuals are contingent on an acceptable result of a Pre-Employment Drug & Alcohol Test, Audiogram, and Background Check. American Excelsior is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, veteran status, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. American Excelsior makes hiring decisions based solely on qualifications, merit, and business needs at the time.