Customer Service Representative

Performance Based Job Description
Customer Service Representative

Reports to: Customer Service Manager
General Duties and Responsibilities

• Gain a thorough understanding of customer needs
• Employ systems knowledge; possess self-motivation to learn what the system does and what it can do to help you and your customers
• Provide effective and timely verbal and written communication to customers
• Take ownership of customers by acting as a true customer advocate
• Solve problems with effective troubleshooting
• Process all requests within timelines set by customer or Frontier expectations
• Act as liaison between customer and operations
• Assure accurate data entry
• Manage customer inventory
• Answer all customer complaints in a timely manner
• Understand and maintain all customer systems
• Understand and maintain Frontier systems

Mission Critical Outcomes

• Accuracy and timeliness ≥ 98 percent
• Meets all cutoffs and shipping orders
• Meets all packaging deadlines
• Responds to customer complaints within 30 minutes of notification
• Maintains a 3 day advance plan and 1 day need analysis
• Reports to work prior to start time

Breakthrough Outcomes

• Meets customer deadline 100% of time
• Maintains a 5 day planning horizon
• Advances productivity against standards by 10 percent
• Maintains 100 percent attendance
• Zero unresolved customer complaints
• 3 day lock down window
• Zero executive involvement
• Positive customer feedback at all times

Job Type: Full-time

Pay: $17.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person