Customer Service Representative - CSR

The Customer Service Representative has an important, highly visible role as a front-line team member who interacts with owners, new customers, and members of the community. This person provides valuable information, answers inquiries with accuracy and efficiency, performs critical documentation duties and acts as a liaison between departments. This position reports directly to the Customer Service Supervisor.

DUTIES AND RESPONSIBILITIES

• Deliver a consistently high standard of compassionate, professional customer service support to owners and prospective owners.
• Give support and communicate to all related industry partners and members of the community.
• Serve as primary point, responding to inquiries accurately, courteously and in a timely manner.
• Perform daily front office operations including processing opening orders, checking in with related industries, providing directions, and addressing annual care and inquiries.
• Review, process, and manage applications in accordance with our policies and procedures.
• Accurately scan, file, and maintain required documentation in both digital and physical record keeping systems.
• Provide phone and email support, including drafting professional correspondence, letters and responses as needed.
• Process customer payments, including checks and credit card transactions, ensuring accuracy and compliance with internal controls.
• Prepare, proofread, scan, and distribute official documents, and other formal materials.
• Coordinate and consult with internal departments, Sales, and accounting departments to ensure seamless service delivery and resolution of customer needs.
• Maintain accurate, organized and up to date records to support operational efficiency and compliance.
• Learn and effectively utilize management software to perform essential job functions.
• Perform additional clerical and administrative duties as assigned.

REQUIREMENTS

• Ability to build effective relationships, courteous
• Commitment to customer care and upholding a high quality of standards
• Excellent interpersonal, verbal, and written communication skills
• Attention to detail, efficient, organized, and able to manage time well; punctual
• Ability to function and excel in high volume, fast-paced environment
• Proficient in using computers and Microsoft Office (Word, Excel, Outlook)
• Cooperative, team player and very flexible, able to quickly adapt to unexpected situations and/or changes in business needs

Education and Qualification:

• Minimum of 5 years of customer-facing experience.
• High School or equivalent.

BENEFITS

• Company funded, comprehensive benefits package, including 100% employer-paid family medical and dental insurance, defined benefit pension plan, 401 (k) program with employer match of three percent of your annual salary with or without employee contribution, supplemental short and long-term disability coverage, life insurance and comprehensive post-retirement benefits.

HOURS

• Onsite office 5 (five) days a week. The work week will include either a Saturday or Sunday and 4 (four) days between Monday and Friday. Expected to work every other weekend on Saturday and Sunday.
• Weekdays 9:00am -- 5:00pm with I-hour unpaid lunch, Saturdays and Sundays 9:00am-4:00pm with 1-hour unpaid lunch