Customer Service Representative- Horizons

Job Summary

Responsible for coordinating and performing numerous customer service functions for specific assigned customers efficiently, resulting in excellent customer service. This position requires a flexible work schedule of 40 hours per week, which may include Saturday hours of 9:30 a.m. - 6 p.m.

Job Duties

• Achieves level-specific expectations of productivity and accuracy, while processing customer requests such as:
• Entry of multiple order types (initial, remake, repair parts etc.)
• Change/cancel/Out of Spec requests and order statuses
• Issuing credits (85%)
• Responsible for maintaining current product/account/systems knowledge in order to perform tasks in compliance with standard procedures. (10%)
• Complete other related duties as assigned by Supervisor. (5%)

The annual base/hourly wage for this position is reasonably expected to be $17.50 an hour. Factors which may affect starting pay may include geography/market, skills, education, experience and other qualifications of the successful candidate.

This position is eligible for an annual bonus as well of up to 5%.

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan with up to 5% company match of eligible contributions, life insurance, long-term disability insurance, short-term disability insurance, paid sick time at an amount that meets or exceeds all local requirements, paid vacation time (pro-rated for the current year based on start date), paid holidays per year, and one paid volunteer day off per year.

Requirements

Education and Experience

• High School Diploma required
• Minimum of one year combined customer service experience and/or related education
• Personal computer experience

Knowledge, Skills, and Abilities

• Excellent communication skills (written, oral, listening, approachable)
• Computer skills meet processing requirements - 30 WPM, and ability to perform basic functions independently
• Enthusiasm in serving as customer's primary point of contact and "owning" customer challenges from start to finish
• Emerging ability to exercise personal judgement in delivering superior customer service - Level of Authority up to $250.00 per order.
• Capability/willingness to seek guidance and/or escalate concerns/improvement opportunities
• Identifies growth opportunities in personal performance and shows comfort level in taking initiative to pursue excellence.
• Utilizes established processes/procedures efficiently in daily work flows
• Develop and maintain knowledge of SWF team structure, roles, and responsibilities to facilitate communication flow
• Commitment to regular use of SWF tools to ensure product/account/systems knowledge remains current

Physical Requirements

Work conditions are normal for an office environment.