Description:
Title: Customer Service Representative
Reports To: Customer Service Manager
Summary: This position is responsible for interacting with customers to provide information in response to inquiries about services and handling/resolving complaints.
Essential Functions:
Train, explain tasks, and assist in the solution of customer problems.
Answer incoming phone calls and emails and respond to customer requests.
Identify and assess customer’s needs to achieve satisfaction.
Handle complaints and provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
Go the extra mile to engage customers.
Key in new route and schedule information for all accounts.
Data entry includes making computerized location changes and assigning customers new departments in the computer.
Work on special projects as required by the Customer Service Manager or Director of Operations or as needs arise.
Requirements:
Competencies:
Ability to work on a team including with the Customer Service Manager and Director of Operations to ensure proper customer service is being delivered.
Must have some computer knowledge.
Must be able to work with internal office personnel, sales & development representatives, and management.
Ability to work with external customers, potential customers, vendors, and suppliers.
Able to retain knowledge of route details, prices, and delivery times.
Ability to multi-task, prioritize and manage time effectively.
Flexible, spontaneous, and able to deal with the unexpected.
Work Environment: Small office setting.
Education and Eligibility Requirements:
One (1) years’ experience.
Knowledge and ability-English and grammar.
Pleasant telephone voice/manner.
Ability to operate simple office equipment sufficiently to perform the job.
Typing skills (preferably 45-55 wpm) with 95 – 100% accuracy.
Must have proven customer support experience.
Other duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the applicant for this job.
Activities, duties, and responsibilities may change at any time with or without notice.
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