Customer Service Representative

Job Description

Job Description

Position: Home Comfort Customer Service Representative

Reports to: Regional Manager

Status: Full time, hourly non-exempt

Hourly Rate: $18 - $22 per hour

ESSENTIAL FUNCTIONS ? include and are not limited to:

• Consistently render the best customer satisfaction to customers.
• Must productively multitask and efficiently navigate industry specific software.
• Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments.
• Consistently practice and participate in suggested selling and information gathering.
• Recommend other products and services to customers based on purchase or order history.
• Receives inquiries from and/or contacts the organization?s branch/regional offices to resolve a variety of service or delivery related issues.
• Participates and provides expertise as a member of the customer service?s departmental team.
• Execute customer service team?s objectives to render the best customer satisfaction possible 100% of the time.
• Must be able to remain in a stationary position 90% of the time.
• Adhere to company policies and procedures 100% of the time.

RESPONSIBILITIES ? include and are not limited to:

• Responsible for actively ensuring the retention of the organization?s customer base which includes promoting the organization to existing customers.
• Works with the organization?s personnel to resolve problems, facilitate solutions and enhance customer service offerings.
• Prepares, generates and distributes daily reports and order acknowledgements to appropriate personnel.
• Responsible for notifying administration of any required updates of customer records on the organization?s internal database.
• Provides back-up support to other group members in the performance of job duties as required.
• Answers customer inquiries/communications as required.
• Attend and participate regularly in branch staff meetings. Maintains detailed call activity reports and provides them to upper management when required.
• Provides activity/statistical summary reports each week to the Branch Manager each day.
• Conducts follow up phone calls to survey respondents who have concerns or questions.
• Comply with company dress code 100% of the time.
• Maintain confidentiality 100% of the time in regards to customer and company information.
• Reports to work with minimal absenteeism or tardiness.
• Attend job related training and informational seminars as requested.
• Performs other job related activities and special projects as assigned.

QUALIFICATIONS AND SKILLS ? include and are not limited to:

• Proficient in Microsoft Office Suite.
• 2 years progressive customer service or direct marketing experience preferred.
• Must work well under pressure, be able to juggle many projects simultaneously, and have excellent interpersonal and communication skills.
• Possess a high school/vocational school diploma or G.E.D. and related certification.