Customer Service Representative

JOB DESCRIPTION

JOB TITLE:    Customer Service Representative                                         

EMPLOYER:  OME Inc. 

DEPARTMENT:  Call Center

SUMMARY: Provides customers with courteous Customer Service in person or over the phone in; strives to retain present customers and develop new business by extending professional and efficient service and suggesting additional services and products to serve customers’ needs.

DUTIES AND RESPONSIBILITIES:

•   Provides timely resolution of customer complaints, concerns, and inquiries.

•   Builds effective relationships and trust with customers and potential customers

          by listening to their needs and educating them about products and

          services that are most appropriate to their situation.

•   Maintains knowledge of changes to environment, competition, and

     customer business environment.

•   Accurately completes tasks daily.

•   Prepares reports and correspondence as needed.

• Performs other related duties as assigned by management.
• Ensuring all paperwork meets or exceeds company standards
• Ensuring all paper work is complete and ready for the billing department

QUALIFICATIONS:

•  One to two years related experience or equivalent.

•  Excellent Customer Service skills.

•  Excellent verbal and written communication skills.

•  Commitment to excellence and high standards.

•  Strong organizational skills; able to manage priorities and workflow.

•  Ability to work independently and as a member of various teams and

    committees.

•  Ability to understand and follow written and verbal instructions

•  Professional appearance and demeanor

•  Ability to effectively communicate with people at all levels and from various

    backgrounds.

•  Must be able to speak, read, write, and understand the primary language(s) used

    in the workplace.

•  Acute attention to detail.

•  Versatility, flexibility, and a willingness to work within constantly changing

    priorities with enthusiasm.

COMPETENCIES:

·         Analytical--Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.

• Problem Solving--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Technical Skills--Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills--Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication--Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Strategic Thinking--Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
• Judgment--Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Professionalism--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Adaptability--Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality--Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to stand
• Occasionally required to walk
• Continually required to sit
• Continually required to talk or hear
• Continually read technical information, and/or use a keyboard

The above is intended to describe the general content of and requirements for the performance of this job.  It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements.  Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.