Customer Service Representative

Job Description

Job Description

Customer Service Representative

Responsibilities

Respond to customer calls and resolve complaints and inquiries professionally.

Address inquiries in accordance with company policies, procedures, standards, and workflows.

Answer questions about products and services, and recommend relevant options using training materials and other resources.

Investigate product or service issues, identify their cause, and explain appropriate solutions.

Maintain up-to-date knowledge of products, policies, and procedures.

Document customer interactions accurately and proofread records for completeness.

Process orders in Navision, including opening customer accounts, issuing refunds or replacements, and handling return authorizations.

Update customer account information to ensure records remain accurate.

Perform other duties as assigned by the department manager.

Requirements

Excellent phone etiquette and communication skills.

Strong attention to detail and organizational skills.

Ability to research technical parts using service manuals and respond to customers promptly.

Some college education preferred; equivalent business experience considered.

Availability to work up to two evening shifts per week (1:00 PM–9:00 PM) and up to two Saturdays per month (9:00 AM–5:00 PM).