Customer Service Representative, Tier 1

Job Description
Department: Customer Service
Location: Durham
Reports to: Manager

Statement of Purpose
Perform daily customer service functions.

SPECIFIC DUTIES AND RESPONSIBILITIES

• Provide excellent customer service to customers and partners.
• Assist department in meeting customer service goals and service level agreements.
• Processing incoming orders for the department.
• Track and issue credits for customer returns.
• Answer and manage incoming emails and calls while being able to respond to customer requests and/or complaints in a professional manner.
• Maintain accurate records of customer interactions and service.
• Utilize reference materials to assist and resolve any inquiries.
• Assist the team with projects.
• Maintain the strictest confidentiality and privacy of customer and agency information.
• All other duties as assigned by Manager or Supervisor.

PHYSICAL DEMANDS

• While performing the duties of this job, the employee is in a moderate office environment. The employee is regularly required to sit; stand; walk and use hands.
• Work schedule is Monday – Friday, 7:30 am – 4:00 pm ET.

Responsibility for Work of Others
None

Supervision Required
Daily

Experience Required

EDUCATION REQUIRED

• High School graduate with additional training in customer service or one-year equivalent work experience.

TRAINING AND SPECIALIZED KNOWLEDGE REQUIRED

• Two years of experience in customer service, customer support, or a related field.
• Must be proficient with Windows 10 and the Chrome browser and have basic computer skills.
• Able to multitask and use multiple computer programs at the same time.
• Excellent interpersonal skills in dealing with and communicating with customers, vendors, company divisions, co-workers and management, verbally and in writing.
• Demonstrated proficiency with Microsoft Office skills, especially Excel.
• Customer-focused with the ability to actively listen, utilize critical thinking, problem-solving and reading comprehension skills to effectively resolve issues.
• Strong time management and prioritization skills.
• If applicable, demonstrated proficiency in use of Assistive Technology required with either JAWS and/or Zoom Text for visual adaptation.

Travel Required
None

Work Environment
The noise level in the work environment is usually moderate. When in the Manufacturing area, hearing protection may be required depending on the department.

The physical demands and work environment described here 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 functions.

Benefits

• Health Care Plan (Medical, Dental, and Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary, and AD&D)
• Paid Time Off (Vacation, Sick, and Public Holidays)
• Family Leave (Maternity, Paternity)
• Short-Term and Long-Term Disability
• Training and Development
• Hybrid work schedule after training is completed

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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