Customer Service Representative

Description

POSITION PURPOSE

The Customer Service Representative is responsible for customers automatic pool cover service and installation needs; scheduling, quoting, answering customer questions, placing orders, and following up on quotes. This position requires the ability to handle a high volume of incoming and outgoing phone calls.

POSITION ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

To be successful in this role, an individual must be able to perform in a satisfactory manner the functions/responsibilities listed below. The company will measure an employee’s performance in part on how well he or she fulfills them. The list is not exhaustive; other duties may be assigned. The company will make reasonable accommodations to enable individuals with disabilities to perform these functions/responsibilities.

ESSENTIAL FUNCTIONS

1. Answer incoming customer calls and pre-qualify customer needs.
2. Create service tickets and sales orders - remove closed out tickets.
3. Schedule and maintain an organized tracking system of service calls.
4. Create and follow up on service quotes for customers.
5. Participate in weekly team meetings.
6. Determine schedules, sequences, and assignments for service activities based on work priority and receipt of materials.
7. Secure customer credit card information and process customer payments.
8. Update information in customer records.
9. Make daily outbound reminder calls for scheduled service appointments.
10. Make outgoing confirmation and follow-up calls.
11. Place order in database when quotes are accepted.

SECONDARY FUNCTIONS

1. Review quotes for accuracy.
2. Ensure general office areas remain clean.
3. Perform other duties as assigned.

Qualifications

EDUCATION AND/OR EXPERIENCE

To perform this job successfully, an individual must have the following education and/or experience.

1. Candidates should have a high school degree or GED.
2. Some Customer Service experience is required.

KNOWLEDGE, SKILLS, AND ABILITIES

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. The company will make reasonable accommodations to enable individuals with disabilities to perform these functions/ responsibilities.

1. Ability to communicate very effectively both verbally and in writing.
2. Ability to work in a fast-paced, deadline-oriented environment.
3. Ability to show initiative and put forward ideas to consistently improve the service experience.
4. Basic mathematical skills (addition, subtraction, multiplication, division, percentages.)
5. Problem-solving abilities.
6. Excellent customer service skills.
7. Proficiency using Microsoft Office, and the Internet. NetSuite knowledge preferred but not required.
8. Ability to accurately input data into computers with attention to detail.
9. Proficiency using telephones, printers, fax machines, copiers, and scanners.
10. Ability to prioritize, organize, manage time effectively, and multitask.
11. Ability to work as part of a team.
12. Ability to work additional hours beyond eight hours per day and weekends as required.

PHYSICAL DEMANDS

The physical demands described here are representative of those that an individual must meet to successfully perform the essential functions of this job. The company will make reasonable accommodations to enable individuals with disabilities to perform the essential functions.

1. Ability to stand and sit for periods of time in an office environment and an ability to move intermittently throughout the workday.
2. Excellent speaking and listening skills.
3. Ability to see and read reports, orders, and other documentation; an ability to hear; and an ability to use fingers to handle paper and input data into computers.

Salary : $17 - $19