Customer Service Representative

Job Description

Job Description

Position Summary:

The Customer Service Representative provides support to Menehune Water Company customers through telephone and email. This role requires strong communication skills, attention to detail, and the ability to work effectively both independently and as part of a team.

Minimum Job Requirements:

• High school diploma or equivalent

• Excellent interpersonal and communication skills

• Strong problem-solving abilities

• Ability to work effectively in a team and independently

• Prior customer service experience preferred

• Proficiency in basic computer applications, including Word, Excel, and Outlook

Special Qualifications:

• Sensitivity and judgment to properly handle and maintain confidential information

• Ability to maintain accuracy and attention to detail in processing orders, payments, and documentation

• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment

Key Responsibilities:

Orders and Payments:

• Receive orders for service and repairs on company equipment rentals

• Compute costs and process customer payments

• Assist customers with credit card payment processing

• Process route cards for new customers per lease agreements

• Verify customer information in accordance with lease agreements

• Maintain accuracy when processing payments and customer account transactions

Customer Service:

• Answer telephone inquiries and promote company products and services

• Respond to customer service emails and requests forwarded by managers

• Research and resolve customer complaints to ensure retention and satisfaction

• Provide general customer support and escalate complex issues to department managers

• Maintain in-depth knowledge of company products and services

• Meet customer service response and service standards established by management

Administrative Support:

• Process orders, prepare correspondence, and fulfill customer needs to ensure satisfaction

• Document and escalate customer trouble reports in PRISM according to standard operating procedures

• Process returned mail when a forwarding address is available

• Mail refund and accounts payable checks as directed

• File new and revised lease agreements as needed

• Extract cancelled accounts and file them in the cancelled lease file cabinet

• Safeguard customer personal and payment information in compliance with company privacy and security policies

Operations Coordination:

• Support delivery drivers by relaying and responding to customer requests through the company's communication system

• Understand and apply customer service concepts, practices, and procedures used by MWC

• Follow instructions and established guidelines to perform job functions

• Perform other related duties as assigned by the Customer Service Manager or Assistant Manager

Work Schedule:

• Full-time (8:00 AM to 5:00 PM)

• Monday–Friday

• Overtime and occasional weekend work may be required

Benefits:

• 401(k) with company matching

• Medical, dental (partial), vision, and drug insurance

• Paid sick leave and vacation leave