Address
Form of workStarting at $16/hour
Customer Support Representative
Position Summary
The Customer Support Representative is responsible for assisting all Mike’s customers by delivering excellent customer service, providing product and service information, and troubleshooting/resolving any customer related issues.
Primary Responsibilities
- Communicating with Customers and Businesses. This individual is responsible for communicating primarily by phone and by email, mail and/or face to face, in a professional manner, to assist customers. This individual will listen to customers’ questions/concerns and provide accurate answers and/or solutions.
- Problem Solving. This individual is responsible for analyzing information provided by the customer and our database. This may include asking the customer additional questions, researching account history, and working through steps to resolve the customer’s needs. This individual must be able to think outside the box while staying within established policies, procedures, and guidelines.
- Unlimited Program. This individual is responsible for upgrading, changing, and/or canceling customer accounts. When necessary, create pass terminations, refunds, and/or credits.
- Front Desk. This individual assists in the front desk responsibilities which include but is not limited to: Greeting and assisting customers, counting inventory, selling wash books, processing transactions, and delegating calls and tasks to corresponding departments.
- Process Orders. This individual is responsible for accurately processing orders via phone, email, and/or at the front desk. This includes wash books, bulk orders, fleet orders, fundraisers, and unlimited charges. This individual will maintain customer confidentiality while processing transactions.
- Clerical Tasks. This individual will assist with copying, mailing, labeling, data entry, and creating spreadsheets.
- Abide by our Values. Safety, Integrity, Teamwork, Fun, Accountability, Passion.
- Comply with all company policies and procedures.
- Complete all other related duties as assigned.
Required Work Schedule
- Monday – Friday, 8:00am – 5:00pm
- Will occasionally be required to attend offsite team meetings and events that may fall outside of typical work hours
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
This position requires the employee to communicate verbally and in writing, hear at a conversational
level, use vision for depth perception and to distinguish between basic shades and colors.
While performing the duties of this position, the employee will occasionally be required to stand or walk. The employee will frequently be required to sit, stoop, reach, and/or twist at the waist while rotating. The employee will occasionally perform repetitive movements, use hands for gripping pressure, and operate hand and foot controls. The employee will infrequently be required to lift up to 25 pounds. The employee will infrequently be required to pull 10 lbs. for up to 10 feet. The employee may also be required to occasionally bend, kneel, and balance. The employee will rarely be required to climb stairs and ladders.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
The employee will continuously be required to work indoors. The employee will rarely be required to work with machinery with moving parts and wear gloves. The employee will occasionally be required to work outdoors, in temperatures of 0-100 degrees. The employee will occasionally be required to work alone or with liquids, odors, noise, and vibrations. The employee will be occasionally required to work around mist, chemicals, heat, blowers, and machinery.
The employee may be required to work special events or meetings that occur offsite at fundraising partner locations.
Performance Factors
- Conflict Management: Addresses and resolves conflict constructively. Readily identifies and addresses issues, concerns or conflicts. Recognizes opportunities for positive outcomes in conflict situations. Reads situations quickly and accurately to pinpoint critical issues. Listens to gain understanding of an issue from different perspective. Diffuses tension and effectively handles emotional situations. Assists people in adversarial positions to identify common interests. Strives to settle differences equitably. Settles differences without damaging relationships.
- Customer Focus: Consistently places a high value on customers and all issues related to customer; objectively listens to, understands and represents customer feedback; anticipates customer needs and develops appropriate solutions; meets all promises and commitments made to customers.
- Empathy: Identifying with and caring about others. Demonstrates genuine concern for others. Respects and values people. Perceives and is sensitive to the emotions people experience. Expends considerable effort to understand the real needs, concerns and feelings of others. Advocates for the interests, needs and wants of others. Demonstrates cross-cultural sensitivity and understanding. Takes personal and/or professional risks for the sake of others.
- Interpersonal Skills: Strives for self-awareness; demonstrates sincere interest in others; treats all people with respect, courtesy and consideration; respects differences in the attitudes and perspectives of others; listens, observes, and strives to gain understanding of others; communicates effectively; is sensitive to diversity issues; develops and maintains relationships with many different kinds of people regardless of cultural differences.
- Planning And Organizing: Works effectively within established time frames and priorities; utilizes logical, practical and efficient approaches; prioritizes tasks for optimum productivity; develops procedures, processes and systems for order, accuracy, efficiency and productivity; anticipates probable effects, outcomes and risks; develops contingency plans to minimize waste, error and risk; allocates, adjusts and manages resources according to priorities; monitors implementation of plans and makes adjustments as needed.
- Teamwork: Respects team members and their individual perspectives; makes team mission and objectives a priority; works toward consensus when team decisions are required; meets agreed-upon deadlines on team assignments and commitments; shares responsibility with team members for successes and failures; keeps team members informed regarding projects; supports team decisions; recognizes and appreciates the contribution of team members; behaves in a manner consistent with team values and mission; provides constructive feedback to team and its members; responds positively to feedback from team members.
- Written Communication: Writes in ways that make abstract concepts, issues and information clear and understandable. Utilizes a wide range of appropriate writing techniques and methods. Succinctly presents objective or subjective viewpoints and arguments. Achieves communication objectives by organizing information in logical sequences that lead readers to come to natural conclusions. Determines what information needs to be communicated. Skillfully utilizes written language to convey key messages and meaning.
Minimum Job Qualifications
- Experience:
- Customer-facing role experience required.
- Call-center or receptionist experience preferred.
- Reasoning and Development:
- Ability to understand and carry out simple instructions in written or oral form.
- Ability to deal with standardized situations with occasional or no variables.
- Ability to deal with practical problems and implement appropriate solutions
- Mathematical Development: Ability to perform basic math such as: adding, subtracting, and dividing all units of measure.
- Language Development: Ability to read product manuals and reports, workplace rules and procedures; using correct English; Speak with poise and confidence and/or effectively deal with customers; prepare business letters and reports, using prescribed format and conforming to all rules of punctuation, grammar, diction, and style. Must be able to speak at volumes high enough to be understood in person and by telephone.
- Computer and Software Application Knowledge or Skills:
- Basic proficiency with all Microsoft Office applications.
- Ability to learn and use basic proficiency with Site Watch, Site Manager, CRM systems, and cloud-based phone systems.
- Ability to operate and utilize business phone systems with basic proficiency.
- Education:
- High School Diploma or equivalent required.
#level2
