Customer Service Representative

Job Description

Job Description

Inside Sales and Customer Service Representative

SpanSet, Inc. is hiring a customer service / inside sales representative (ISR) to manage customer sales orders, queries and resolve concerns. This position interacts with customers to provide information in response to inquiries about products and services and to handle and resolve customers’ issues. Excellent communication abilities and data entry skills are essential. The ISR is responsible for communicating with customers, making outbound calls to potential customers, and following up on leads. This role includes processing and managing orders placed by customer via telephone, email, fax, and other channels, responding to product inquiries, provide product selection guidance ensuring customer application needs and coordinate resolution of product and/or service concerns across the organization. To do well in this role you need to be able to remain calm when customers are frustrated and have experience working with computers. The ISR reports to the President and General Manager and gets guidance and coaching from the Customer Service Lead. This role will require in office attendance with consistent on time attendance. Working hours are Monday through Thursday 8 to 5 with 1 hour break and Friday 8 to 4:30. SpanSet maintains business casual dress code with Friday as a relaxed dress code day. 

The Customer Service Representative will;

• Interact with customers via phone, email, online chat, in person, social media
• Resolve customer problems and complaints
• Answer customer inquiries.
• Take payments.
• Setup and resolve problems with customer accounts.
• Provide price information.
• Handle inquiries about deliveries.
• Keep records of customer interactions and transactions.
• Engage with customers.
• Direct unresolved issues to a different department if needed.
• Communicate and coordinate effectively with internal departments.
• Provide customers with information on any open orders and invoices.
• Maintain customer database.
• Follow company process accurately and efficiently.
• Maintain a high customer experience by working collaboratively across the organization.

Inside Sales Representative Responsibilities:

• Communicating with customers, making outbound calls to potential customers, and following up on leads.
• Understanding customers' needs and identifying sales opportunities.
• Answering potential customers' questions and sending additional information per email.
• Keeping up with product and service information and updates.
• Creating and maintaining a database of current and potential customers.
• Explaining and demonstrating features of products and services.
• Staying informed about competing products and services.
• Upselling products and services.
• Researching and qualifying new leads.
• Closing sales and achieving sales targets.

Customer Service Representative Requirements:

• High school diploma, general education degree, or equivalent.
• Ability to stay calm when customers are stressed or upset.
• Previous experience in an outbound call center or a related sales position preferred.
• Proficiency in Microsoft Office and CRM software such as Salesforce.com.
• Excellent communication skills, both verbal and written.
• Good organizational skills and the ability to multitask.
• Excellent phone and cold calling skills.
• Exceptional customer service skills.
• Strong listening and sales skills.
• Ability to achieve targets.

Benefits and Pay

• Base pay of $20/hr.
• Bonus/Commission based on sales goals
• 80 hrs. of PTO plus Company Holidays
• Health, Dental, Vision Insurance after 90 days of employment
• 401k after 180 days of employment