Customer Service Representative

Job Title
Customer Service Representative

Job Summary

• Use technical and analytical skills to provide customer service by offering solutions, explanations and options that will satisfy the customer while preserving the best interests of the company. This work is primarily done via phone but may include written correspondence. This is an in-office position.

Essential Duties & Responsibilities

• Provides fast and efficient service when relaying information about products or services, entering orders, cancelling service, troubleshooting technical problems, or obtaining details of complaints.
• Ensures customer satisfaction and maintains a friendly, helpful, and empathetic demeanor in all interactions.
• Maintains close contact with customer to give updates on progress toward resolution of issue or service request.
• Ensures that appropriate changes were made to resolve customers' problems.
• Refers unresolved customer issues to designated departments for further investigation.
• Uses business software to process cancellations, changes, new service requests, payments, and work orders.
• Keeps records of customer interactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• The company reserves the right to add or change duties at any time.


Job Qualifications

• Education: High school diploma or equivalent
• Experience: 1-2 years of related experience (preferred, not required)


Skills

• Excellent verbal and written communication
• Excellent knowledge retention and recall
• Strong problem-solving skills
• Service orientation
• Critical thinking
• Active listening


Physical Demands

The conditions listed are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

• Sitting or standing for prolonged periods of time, walking
• Occasionally lift, carry or push object up to 15 pounds, bend, stoop, kneel, crouch, reach and twist
• Operate office equipment requiring repetitive fine motor skills including keyboarding and typing
• Ability to read effectively from a computer screen, sampling device and/or paper copy
• Ability to verbally communicate to exchange information


We are an equal opportunity employer