Customer Service Representative

Customer Service Representative

The Customer Service Representative is responsible for performing clerical and administrative duties in an office setting and provide professional customer service to co-workers and customers. In this position you will be responsible for regularly making inbound and outbound phone calls, an emphasis on customer service skills is preferred. It is of the utmost importance that the person in this position be able to manage the internal change incurred due to a rapidly paced environment. They should be able to share knowledge and experience and be able to easily collaborate with all employees.

Duties and Responsibilities:

• Answer all incoming calls promptly from our customers or employees
• Resolve any product or service-related issues; follow-up to ensure complete customer satisfaction
• Schedule deliveries, schedule service calls, dispatch service technicians and/or route representatives to customer locations
• Audit batch information in the Customer Service Database: reconcile quantities, reach out, research and reschedule customers who had missed deliveries or service calls, incoming payment reconciliation, update customer accounts if needed, and post batches accurately
• Take payments and maintain customer records by updating account information
• Able to handle collection calls and maintain financial accounts by processing customer adjustments when necessary for accounts 30 to 60 days past due.
• Discuss billing with customers over the phone or in-person courteously and concisely.
• Prepare and maintain compliance and regulatory reporting (sales reports, month end reporting, etc.)
• Input customers information accurately and fully into the Customer Service Database
• Scan and electronically file paperwork.
• Attend department and company meetings as required
• Willing to learn, train and/or cross-train with or from others
• Performs other related duties as assigned by management.

Benefits:

• Paid Time Off
• Paid Holidays
• 401k plus employer matching
• Health Benefits
• Company provided long term disability and life insurance
• Learning and development opportunities
• Company Discounts
• Company Events

Qualifications:

• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
• Computer skills required: Microsoft Office Suite; Outlook, HRIS (Human Resource integrated system), CSD (customer service database), GPS Program, Outreach Communication systems
• Other skills or Qualities required:
• Multitasking Capabilities
• Planning and organizing
• Attention to detail
• Able to work in as a team with and outside department
• Possesses or practices the following core values: Ethical Practices, team player, professional, knowledgeable or willingness to learn, and dedicated.

Competencies:

Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to

Physical Demands and Work Environment:

Frequently required to stand, walk, sit, talk or hear, & utilize hand and finger dexterity

Occasionally required to climb, balance, bend, stoop, kneel or crawl

While performing the duties of this job, the noise level in the work environment is usually quiet to moderate

The employee must occasionally lift and /or move more than 50 pounds / frequently lift and/or move up to 50 pounds / continually lift and/or move up to 25 pounds

Specific vision abilities required by this job include: Close vision; Distance vision; Color vision; Peripheral vision; Depth perception and ability to adjust focus

Additional remarks regarding work environment: Occasionally may have to move work-spaces due to business needs. Continually work in share office space with other employees.

Specialized equipment, machines, or vehicles used: Computer and tablets