Customer Service Rep.

Position Summary

The Customer Service Representative will manage customer queries and complaints. You will also be asked to process orders, modifications, and escalate complaints across a number of communication channels. To do well in this role you need to be able to remain calm and have experience working with computers.

Responsibilities will include:

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolve customer complaints.
• Ensuring customer satisfaction and provide professional customer support.
• Knowing our products inside and out so that you can answer questions.
• Processing orders, forms, applications, and requests.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinate with other departments as necessary.
• Providing feedback on the efficiency of the customer service process.
• Ensuring to meet delivery dates and keep ERP system up to date.
• Remaining open to continuous improvement process.
• May be asked to participate in various projects.

The salary range for the position of Customer Service Representative is $50,000 - $65,000 per year. Many factors go into determining employee pay within the range including prior experience, current skills, location/labor market, internal equity and other factors as permitted by law.

Required Experience & Knowledge

• High school diploma, general education degree or equivalent.
• >3-5+ years’ experience in customer service or similar functions.
• Ability to stay calm when customers are stressed or upset.
• Comfortable using computers.
• Strong MS Office skills, including expertise MS Excel.
• Proficiency in customer service software - Technology tools expertise (ex. SAP, SAGE, SQL, Access, Tableau, TMS tools).
• Excellent interpersonal skills.
• Proficiency in English.
• Working knowledge of customer service software, databases and tools.
• Strong client-facing and communication skills.
• Customer service orientation.
• Exceptional verbal and written communication skills.

Physical Demand

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.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee is occasionally required to stand, walk, and climb or balance.

The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is usually moderate.

Employee can be home office based and must have adequate space and tools to perform their duties.

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