A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
Customer Service Representatives (CSRs) handle retailer inquiries via the telephone and perform all required follow-up entries to ensure a high level of customer satisfaction. This may include coordinating resolution of issues between the customer, driver (independent contractors), sales representatives and/or other members of the Company. CSRs must be knowledgeable about all products/services offered by the Company, plus field operations and delivery timing. They must have a full understanding of internal processes such as billing and returns procedures and maintain knowledge of RISC Circulation System inquiry/entry functions.
DUTIES & RESPONSIBILITIES INCLUDE
Is available to answer incoming calls from retailers, drivers, sales reps, and others seeking information about NDA/2MD products and services. Follows through on all required system entries and/or notes to appropriate parties to achieve requested handling; Utilizes NDA's call handling protocol as defined in the training manual and exercises outstanding Customer Service skills and attention to detail to ensure caller satisfaction; Performs weekly review of retailer invoices/collection status for assigned routes, and completes all necessary follow-up including order changes, billing disputes, delivery and collection issues, and other required communications with route drivers and retailers; Makes outgoing calls, as required, to follow-up on account issues, service changes, new product roll-out, holiday closings, etc. as directed by Company management; Performs data entry (returns, draw changes, billing adjustments and other entries) related to maintenance of accounts in NDA's Customer Information System. Maintains company files of bills, return forms and other documents deemed necessary by the Sr. Manager, Customer Care; Handles research and follows-up on specific accounts as directed by the Sr. Manager, Customer Care. This may include data entry, follow-up calls, tracking and filing of special reports; and Performs other duties as requested by Management; and complies with NDA's employment and safety policies.
QUALIFICATIONS AND EXPERIENCE REQUIRED
Excellent telephone Customer Service skills; 2+ years prior customer-facing experience; Good organizational skills, math skills, attention to detail and ability to multi-task; Ability to quickly learn company-specific computer applications and telephone system; and Excellent communication skills (oral and written). Fluency in English; plus, Spanish or additional languages, preferred;
