Customer Service Representative

Job Description

Job Description

Customer Service Representative

Position Summary

Assist customers with product and service questions, provide clear and accurate information about machines, and resolve issues in a professional and timely manner. Maintain accurate customer records and process orders, returns, refunds, and replacements in accordance with company procedures.

Key Responsibilities

Respond to customer calls and inquiries with professionalism and care.

Address questions and complaints in line with company policies, procedures, service standards, and workflows.

Explain product and service information, and share relevant details about available products and services.

Identify the cause of customer issues and guide customers toward appropriate solutions.

Use training resources and service manuals to research technical questions, including parts and service information.

Maintain up-to-date knowledge of machines, company policies, and procedures.

Document customer interactions thoroughly and keep records accurate; review work for completeness and accuracy.

Process orders and customer requests in the Navision system, including opening accounts, issuing refunds or replacements, and arranging return authorizations.

Update customer account information as needed.

Perform other duties as assigned by the department manager.

Qualifications

Excellent phone etiquette and customer-service skills.

Strong attention to detail and organizational skills.

Ability to research technical information and respond to customer questions efficiently.

Strong written and verbal communication skills.

Some college education preferred; equivalent business experience considered.

Availability to work up to two evenings per week (1 p.m.–9 p.m.) and up to two Saturdays per month (9 a.m.–5 p.m.).