Customer Service Representative-Call Center

CALL CENTER REPRESENTATIVE JOB DESCRIPTION

LOCATION: CASSANO'S CORPORATE OFFICE CALL CENTER

DEPARTMENT: CALL CENTER EMPLOYEES

REPORTS TO: CALL CENTER MANAGER

FLSA STATUS: NON-EXEMPT

JOB SUMMARY


A Customer Service Representative primarily interacts with customers over the phone in response to placing orders and ensures quality and accurate Customer service.

Must have the availability to work nights and weekends.

EDUCATION: High School Diploma or G.E.D. required


STARTING SALARY: $12.00 per hour

ESSENTIAL FUNCTIONS:

1. Confers with customers by telephone in order to provide information about products and services and to take Orders.
2. Answers customer questions and concerns regarding Company products and services.
3. Quotes applicable charges for products and services requested.
4. Obtains and confirms accurate credit card information (when credit cards are being used as the customer's form of payment) while keeping information confidential.
5. Suggestive sells Company products and services.
6. Verifies customer information for accurate and quick delivery of product and services.
7. Provides professional Customer service.
8. Changes and updates customer information as required and per customer request.
9. Contacts customers to obtain information for customer satisfaction and feedback surveys.
10. Resolves customer service, product, or billing complaints and inquiries.
11. Refers unresolved customer grievances to the Call Center General Manager for further investigation.
12. Arrives promptly to work each scheduled day.
13. Ensures all Cassano's policies and procedures are followed.

ADDITIONAL RESPONSIBILITIES

1. Learns and performs other positions as needed.
2. Uses professional and proper oral and written communication techniques.
3. Assists with the training of new hires.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by the personnel so classified.

GENERAL REQUIREMENTS

1. Must be 18 years of age or older, or 16 or 17 years of age with a work permit.
2. Work permit must be obtained immediately.
3. Must have knowledge of principles and processes for providing customer and personal Services. This includes Customer needs assessment, meeting quality standards for services, and evaluation of Customer satisfaction.
4. Must have knowledge of arithmetic applications.
5. Must have knowledge of the English language, including the meaning of words and grammar.

MINIMUM CAPABILITIES

1. Ability to work at a fast pace.
2. Ability to partake in various forms of training.
3. Ability to pass required tests and training assessments.
4. Ability to read and understand rules and instructions.
5. Ability to talk and hear accurately.
6. Ability to sit for long periods of time.
7. Ability to problem-solve.