Customer Service Representative

Customer Service Department

Essential Duties/Responsibilities: Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other than the general responsibilities, this level includes the following and other duties may be assigned to meet business needs.

• Must collaborate with the sales team to provide customers with service as outlined in the department’s policies and procedures.
• Must address customer issues and ensure effective and long-term problem resolution.

• Provide timely and accurate information to incoming customer order status and product knowledge requests.
• Process customer orders/changes according to established department policies and procedures.
• Process customer returns according to established department policies and procedures.
• Work closely with the Credit Department to resolve disputed credit items.
• High volume of order entry
• Provide timely feedback to the company regarding service failures or customer concerns.
• Ability to provide information to supervisors, co-workers, by telephone, in written form, e-mail or in person.
• Resolving conflicts and negotiating with others.
• Ability to fix problems or suggest solutions.
• Ability to provide information that helps customers to make purchasing decisions, by pointing out a product or service that would fulfill a customer’s needs.
• Use computers, telephones and other technology extensively.
• Ability to provide assistance to other staff members to resolve specific problems.
• Ability to maintain call volume and ensures that customers do not have to wait on hold for extended periods of time.

• Knowledge, Skills and Qualifications of: 

• Must be familiar with current software packages such as Micro soft Word and Excel.
• Must be familiar with all products lines and customer base.
• Must be familiar with the data works system and be able to input and retrieve data.
• Must be Bi-lingual in Spanish
• Education/Training/Experience:
   
• A high school diploma or equivalent is required for most customer service representatives.  An associate or bachelor’s degree is a plus.  High school and college level courses in computers, English or business work related are helpful in customer service.
•   Must be able to follow verbal and written instructions with minimal supervision within specified time frames.  Communication through e-mail, good typing, spelling, and grammar skills are necessary.  Basic to intermediate computer knowledge and good interpersonal skills are also important.  Increasingly, the ability to speak a foreign language is an asset.  Communication and problem-solving skills are essential.
• Employers seek out people who are friendly and possess a professional manner. The ability to deal patiently with problems and complaints and to remain courteous when faced with difficult or angry people is critical.  Also, a customer service representative often must be able to work independently within specified time constraints.