CSR (55083)

Position: Customer Service Representative        Reports To: Service Manager
Purpose
The Customer Service Representative will deliver the highest level of quality of service to our customers.
Essential Job Functions
E    Acknowledge, confirm, enter, process, and monitor customer orders.
E    Provide frequent order status updates to customers and sales representatives.
E    Provide customer support electronically or by phone in a timely and accurate manner.
E    Establish and maintain accurate account details for customers.
E    Process returns, including warranty claims, for customers.
E    Deescalate and handle customer complaints.
E    Answer incoming service calls in the order that they were received.
E    Contact customers to schedule timeframes for our technicians to service their equipment.
E    Perform outbound calls with existing customers.
E    Create service tickets and schedule appointments accurately.
E    Review customer account information.
E    Interact with customers via phone, email, online chat, or in person to provide support and information on products or services.
E    Collects and enters orders for new or additional products or services.
E    Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
E    Ensures appropriate actions are taken to resolve customer problems and concerns.
E    Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
N     Other duties as assigned.

Work Hours
This is an exempt position. Work hours to be determined based on the needs of the business. Extended hours and weekends may be required based on the needs of the business.
Competencies
Excellent communication skills including active listening. Strong written and verbal communication skills. Service-oriented and able to resolve customer grievances. Ability to handle sensitive customer concerns while proactively recommending solutions that meet the customer and company needs. Ability to prioritize tasks according to importance in a fast-paced environment.
Education and Experience
Requires a high school diploma and/or equivalent. Previous customer service experience is preferred. Must have experience with Microsoft Office Suite.
Work Environment
Standard office environment.
Physical Demands
Prolonged periods of sitting at a desk and working on a computer. Must be able to lift 15 pounds at a time.
Supervisory Responsibility
None. All questionable matters are referred to Supervisor.
Travel
Travel is not a current requirement of this position.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Employee signature below constitutes employee’s understanding of the requirements, essential functions, and duties for the position. Employee certifies that they are able to perform the essential functions of this position with or without reasonable accommodation. 
 

Competencies 

Excellent communication skills including active listening. Strong written and verbal communication skills. Service-oriented and able to resolve customer grievances. Ability to handle sensitive customer concerns while proactively recommending solutions that meet the customer and company needs. Ability to prioritize tasks according to importance in a fast-paced environment. 

Education and Experience 

Requires a high school diploma and/or equivalent. Previous customer service experience is preferred. Must have experience with Microsoft Office Suite.