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.
The Customer Service Representative provides customer support by entering customer orders, responding to product information requests, entering credit requests and promoting sales.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Represents the company in an efficient, professional, compliant and courteous manner in all interaction with customers and consumers. Enters orders and credit requests sourced from telephone calls, fax, email, or mail into the appropriate database. Establishes and maintains accurate records of non-order related customer communication. Successfully meets individual performance KPI's every month, as established by Customer Service Manager. These include order and credit entry accuracy metrics and phone call scorecards. Determines policy-based resolutions to customer complaints or concerns, taking corrective action and monitoring results. Uses product information resources to answer customer and consumer product questions within policy guidelines; follows protocol for appropriate referral to the Product Specialist. Discusses scheduled promotions with reps and customers, and introduces them to customers as directed. Coordinates with the Returns & Credits Administrator, Pricing/Promotions Administrator, and accounting personnel to ensure credits, orders and promotions are processed in a timely and accurate manner. Participates in the identification of preventable error trends, assists in the development of preventative plans, and monitors the resolution results. Conducts product upselling. Researches and processes all requests for credit, product returns and replacement product. Provides answers for sales representatives, customer service and customer inquiries pertaining to credits. Participates in issue root-cause analysis, assists in developing preventative plans, and monitors resolution results. Processes, emails, faxes and/or mails credit notes. Researches and processes all requests for credit, product returns and replacement product, while enforcing current returns and credits policies.
SUPERVISORY RESPONSIBILITIES
None Requirements
QUALIFICATIONS
Education and/or
Experience:
High school diploma or equivalent. Preference given to candidates with a college education. At least three years of experience in Customer Service, preferably in an office environment.
Knowledge, Skills and Abilities:
Basic understanding of sales concepts General understanding of data processing systems Excellent telephone etiquette, with the ability to answer customer questions and resolve problems in a calm, efficient and effective manner Strong computer and data entry skills, with proficiency in Microsoft Outlook, Excel, and Word Ability to type at least 40 wpm Excellent interpersonal skills, with the ability to remain calm when speaking with an angry customer
PHYSICAL DEMANDS
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk and hear; sit, stand and walk; type, use hands to finger, handle, and reach with hands and arms. Specific vision abilities required by this job include the ability to be able to view a computer screen.
WORK ENVIRONMENT
The primary work environment for this position is a remote home office environment. Environmental hazards and noise level in the home office are in the control of the employee. The above statements are meant to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.
