AddressOverview
Essential Function
Employee holds the primary responsibility for following up with order processing and order checking, as well as interfaces with sales consultants, customers, warehouse staff, accounting, and shipping companies. Employee is also responsible for overseeing the implementation of training classes.
Primary Duties
- 30% Confers with customers by telephone or in person in order to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints.
- 20% Keeps records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Determines charges for services requested, collect deposits or payments, and/or arrange for billing.
- 15% Resolves escalated customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills. Refers unresolved customer grievances to designated departments for further investigation.
- 15% Contacts customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments. Checks that appropriate changes were made to resolve customers' problems.
- 10% Completes contract forms, prepare change of address records, and issue service discontinuance orders, using computers.
- 10% Organizes and implements New Sales consultant training, promotional training, and product training by setting up regular Manufacturing training classes. Conduct formal training for new Customer Service Representatives.
Knowledge, Skills and Abilities
- Some college preferred.
- 5+ years of experience in a well-developed CUSTOMER SERVICE department in a large company.
- Extensive knowledge of CUSTOMER SERVICE concepts.
- Knowledge of basic computer software (MS Office Applications) and understanding of computer systems.
- 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.)
Competencies / Attributes
- Ability to engage in active listening
- Ability to actively look for ways to help customers
- Excellent communication skills
- Strong interpersonal skills
- Strong deductive reasoning skills
- Excellent telephone etiquette.
- Knowledge of product line, prices, and promotions
- Attention to detail and accuracy
- Ability to apply general rules to specific problems to produce answers
Nature and Extent of Direct or Indirect Controls Exercised by the Supervisor
- Task Level High
- Departmental/Division Level High
- Project Level High
- Consultative Level High
The amount of discretion or freedom this position has
- Strict Adherence to Guidelines
- Interprets and Adapts Guidelines
- Develops and Implements Guidelines
Working Conditions /Physical Requirements
- The work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items such as papers, files, books, small parts, etc. No special physical demands are required to perform the work.
- The work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meeting and training rooms, libraries, and residences, e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations, etc. The work area is adequately lighted, heated, cooled and ventilated.
