Address
Form of workSUMMARY
The focus of this specialized, technically oriented Customer Service position is on meeting and exceeding high standards of accuracy and quality based on established systems, technologies and guidelines.
Strength in technical problem solving based on expertise and experience, and a strong commitment to efficiently achieve high quality results is required. A thoughtful, persevering, self-disciplined approach to achieving accurate, detailed work is essential.
Job responsibilities and expectations are clearly defined, as is the scope of job authority. Expertise and competency is developed in a comprehensive classroom training that begins in February.
A key aspect of the job includes the ongoing identification of customer problems and the development of sound, carefully thought-out solutions. Problem solving is focused on proven systems and technologies and established organizational relationships. Because of the expertise developed in this position, it is necessary to regularly initiate and communicate viewpoints on problems and opportunities in a factual, straightforward manner, focusing on delivering exceptional customer satisfaction.
This job allows for autonomy and independence, and is primarily self-reliant. Because of the fast paced job environment, decisions must be made quickly and firmly, within the defined scope of job authority and based on job expertise.
FUNDAMENTAL DUTIES
• Delivers a consistent level of service on every call while upholding PCNA expectations as it relates to accuracy, customer satisfaction, and problem resolution.
• Answer inbound calls and respond to emails, Online Chat, and Skype requests from customers and internal partners.
• Supports customers' day-to-day service needs related to order inquiries.
• Work with other internal partner teams to ensure a smooth and satisfactory customer experience and result.
• Maintain product knowledge and act as expert on our line of goods and services.
• Manage and resolve customer concerns.
• Provide creative solutions and options to customers.
• Document communication according to standard operating procedures.
• Quickly navigate our proprietary software system to provide customers with order information, price quotes, and freight costs.
• Other duties as assigned.
SKILLS AND KNOWLEDGE
• Verbal and written communication skills
• Active listening skills
• Strongly focused on organization and time management.
• Portrays professionalism, flexibility, and accuracy in every decision.
• Attention to detail.
MINIMUM QUALIFICATIONS REQUIRED
• High School Equivalent or GED
• Proficient in relevant computer applications
• 1-2 years' experience in a customer service field required
• Experience working in a call center atmosphere preferred
• Experience using Outlook, Word, and website searching in a professional setting required
Physical Requirements:
• Frequent Sitting
• Occasional Standing
• Rarely Walking
• No Kneeling
• Frequent Bending
• No Crouching/Climbing
• Occasional Stair Climbing
• Frequent Fine Manipulation
Shift Times Available:
(1) 10am-6:30pm EST
(1) 10:30am-7pm EST
PCNA is an equal opportunity employer. PCNA provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), gender identity or expression, sexual orientation, national origin, age, disability, genetic information, or any other characteristic protected by state, federal, or local laws.
The focus of this specialized, technically oriented Customer Service position is on meeting and exceeding high standards of accuracy and quality based on established systems, technologies and guidelines.
Strength in technical problem solving based on expertise and experience, and a strong commitment to efficiently achieve high quality results is required. A thoughtful, persevering, self-disciplined approach to achieving accurate, detailed work is essential.
Job responsibilities and expectations are clearly defined, as is the scope of job authority. Expertise and competency is developed in a comprehensive classroom training that begins in February.
A key aspect of the job includes the ongoing identification of customer problems and the development of sound, carefully thought-out solutions. Problem solving is focused on proven systems and technologies and established organizational relationships. Because of the expertise developed in this position, it is necessary to regularly initiate and communicate viewpoints on problems and opportunities in a factual, straightforward manner, focusing on delivering exceptional customer satisfaction.
This job allows for autonomy and independence, and is primarily self-reliant. Because of the fast paced job environment, decisions must be made quickly and firmly, within the defined scope of job authority and based on job expertise.
FUNDAMENTAL DUTIES
• Delivers a consistent level of service on every call while upholding PCNA expectations as it relates to accuracy, customer satisfaction, and problem resolution.
• Answer inbound calls and respond to emails, Online Chat, and Skype requests from customers and internal partners.
• Supports customers' day-to-day service needs related to order inquiries.
• Work with other internal partner teams to ensure a smooth and satisfactory customer experience and result.
• Maintain product knowledge and act as expert on our line of goods and services.
• Manage and resolve customer concerns.
• Provide creative solutions and options to customers.
• Document communication according to standard operating procedures.
• Quickly navigate our proprietary software system to provide customers with order information, price quotes, and freight costs.
• Other duties as assigned.
SKILLS AND KNOWLEDGE
• Verbal and written communication skills
• Active listening skills
• Strongly focused on organization and time management.
• Portrays professionalism, flexibility, and accuracy in every decision.
• Attention to detail.
MINIMUM QUALIFICATIONS REQUIRED
• High School Equivalent or GED
• Proficient in relevant computer applications
• 1-2 years' experience in a customer service field required
• Experience working in a call center atmosphere preferred
• Experience using Outlook, Word, and website searching in a professional setting required
Physical Requirements:
• Frequent Sitting
• Occasional Standing
• Rarely Walking
• No Kneeling
• Frequent Bending
• No Crouching/Climbing
• Occasional Stair Climbing
• Frequent Fine Manipulation
Shift Times Available:
(1) 10am-6:30pm EST
(1) 10:30am-7pm EST
PCNA is an equal opportunity employer. PCNA provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), gender identity or expression, sexual orientation, national origin, age, disability, genetic information, or any other characteristic protected by state, federal, or local laws.
