Customer Service Representative (Front Desk)

Customer Service Representative (Front Desk)

The Customer Service Representative (Front Desk) is responsible for assisting all customers with questions, concerns and placing orders, as well as completing all requests submitted through the customer service ticket system. The Customer Service Representative (Front Desk) is also responsible for maintaining front desk operations in the Sales and Marketing building, while also performing a variety of interoffice clerical duties.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. All employees are held accountable for practicing and promoting a safe and healthy work environment.

Essential Functions

Business

• Responsible for the intake and assisting in the resolution of customer issues.
• Set up new accounts and make changes to existing customer accounts.
• Provides primary coverage to handle tickets received through the customer service ticket system and calls received on the phone line queue which requires signing on to this queue throughout all business hours.
• Greets guests in a professional, friendly, hospitable manner.
• Performs a variety of clerical and general office duties, supporting overall office operations as assigned.

People

• Receives and greets visitors and business associates for all staff in a timely fashion.
• Handles customer complaints appropriately, including documenting the complaint and informing the necessary manager along with taking the appropriate steps to resolve the complaint for the customer.
• Assists customers with basic questions (e.g., balances, order on the truck, etc.)
• Assists Sales Representatives, Drivers, and other employee groups with any questions or concerns they may have in regard to customer accounts.
• Assists with coverage of office team responsibilities in alignment with the PTO Support Schedule and operational needs.

Self-Organization

• Directs incoming phone calls appropriately.
• Maintains an organized and efficient workspace.
• Understands and uses VIP beverage software as related to the daily needs of the position.
• Attends office meetings to report on issues related to customer service.

Required Skills

• 1-2 years in a business setting with a focus on administration or customer service experience.
• Associate's Degree in a related field.
• Demonstrates strong customer service and communication skills, maintaining a friendly, courteous demeanor and clear, concise communication.
• Demonstrates strong attention to detail, effectively manages multiple tasks concurrently, and maintains a sense of urgency in completing work.
• Proficiency in Excel, Outlook, and Microsoft Word.

Work Shift Requirements

• Ability to work required schedule and additional hours as needed.
• Required to clock in and out during lunch and breaks.
• Must speak to supervisor at least two (2) hours before the scheduled start of their scheduled shift to notify him/her any time prior to the beginning of work shift when calling in sick. Voice mail or e-mail messages are not acceptable replacements.
• Use and maintenance of company-issued equipment, as required.

Environment & Physical Demands

• Work safely and follow all OSHA regulations and company safety policies and procedures.
• For all on-the-job injuries or accidents, must notify Safety Officer and their Supervisor immediately (no later than 1 hour) and file a report.
• Ability to sit for extended periods of time.
• Possess visual and physical dexterity as required.

This position requires a valid driver's license and is subject to a pre-employment background check.

Health Benefits (Medical, Dental and vision) after 30 days

401(k) with Generous Company Match

FREE Onsite Wellness Center for Medical Care and Physical Therapy

FREE Onsite Fitness Center with Round the Clock Access

Employee Purchase Discount Program

Generous Paid Time Off (Including your birthday!)

Holidays (Including a Super Bowl Holiday!)

Family Oriented Activities and Events

Mileage reimbursement for local travel