Customer Service Representative

• Respond to multiple levels of customers’ requests. Provide resolution and follow through with customer requests based on standardized procedures
• Process different levels of dealer support requests.
• Resolve customer problems and questions, i.e., product specifications, product offering, installation information, etc.
• Process status, change and cancellation requests from customers.
• Process requests for repairs, quality inspections, returns, credits, out of spec’s, etc
• Maintain and provide information for various statistical logs, reports, etc.
• Maintain current product, policy and procedure information through additional cross training, phone and e-mail updates.
• Perform specific duties and participate in teams support as assigned by Regional Team Leader

• Prior Customer Service work experience.
• Demonstrated aptitude for multiple levels of product support.
• A strong work ethic, willingness to work on various shifts as necessary.
• Excellent oral and written communication skills
• Excellent listening skills
• Ability to effectively communicate via telephone
• Excellent knowledge of basic computer skills
• Good decision making and judgment
• Outgoing personality - even tempered, sincere, and friendly
• Ability to multi-task effectively and perform well in a fast paced environment
• Good math skills

• Uses project plan and project schedule methodology
• Clearly defines and utilizes processes in daily work
• Knows MS team structure, roles and responsibilities
• Integrates process methodology into daily work
• Looks for innovative ways to streamline work processes across the different levels of customer support
• Establishes forums to share best practices
• Uses dept and company scorecard and other metrics
• Measures own work to plan and reports out at a micro and macro level

Behavioral Competencies

• Ensures Accountability – Holding self and others accountable to meet commitments
• Drive Engagement – Creating a climate where people are motivated to do their best to help the organization achieve its objectives
• Instill Trust – Gaining the confidence and trust of others through honesty, integrity, and authenticity
• Drive Results – Consistently achieving results, even under tough circumstances
• Consumer/Customer Focus – Building strong customer relationships and delivering on customer-centric solutions
• Critical Thinking – Making Sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
• Being Resilient – Rebounding from setbacks and adversity when facing difficult situations
• Optimize Work Processes – Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement