Customer Service Representative

Job Description

Job Description

General Summary

Processes incoming customer service related calls in a prompt, courteous and professional manner ensuring the highest service standards and data entry accuracy.

Primary Duties and Responsibilities

• Answer incoming phone calls via a queue from customers with service related issues, questions and concerns.
• Research contract information to determine whether requested service work is covered under warranty.
• Open service order(s) in the computer system and schedule service appointments.
• Calculate and provide pricing on service quote estimates for non-warranty service work.
• Assess service needs and elevate non-standard service issues for resolution.
• Pull files/customer contracts & enter completed data into computer as needed.
• Filing, faxing, copying and other responsibilities and tasks as assigned by the Service Manager.

Qualifications and Skills

• High school diploma or equivalent.
• Prior experience working in customer service, preferably in a high-volume call center environment.
• Excellent communication and interpersonal skills to effectively and professionally communicate with customers and other team members.

• Empathetic and strong problem resolution skills; the ability to handle customer complaints, diffuse upset customers, and ask questions while being levelheaded.

• Detail-oriented with the ability to multi-task and prioritize in a fast paced, high-volume environment with an emphasis on data entry accuracy and timeliness.
• Exceptional follow-through and organizational abilities.
• Ability to be able to work independently or as a team.
• Strong computer proficiency.

Work Environment

• Position is largely a sedentary role with high call volume and a fair amount of computer use/data entry.
• Sitting a desk/workstation in an open office setting; must be able to work with distractions and background noise.
• Customer Service Reps are continuously logged into a queue and answer inbound calls through the use of headsets.
• May face pressure from high call volumes; de-escalation of challenging calls.
• Typical hours are Monday – Thursday, 8:00 a.m. to 4:00 p.m.; Fridays, 8:00 a.m. to 2:00 p.m. and rotating Saturdays, 8:00 a.m. to 12:00 p.m. (at least 2 per month). Hours and work schedules, subject to change based on workload at the discretion of the Company.

Job Description_Customer Service Rep.docx

Monday - Thursday: 8:00 a.m. - 4:00 p.m.
Friday: 8:00 a.m. - 2:00 p.m.
Saturday: 8:00 a.m. - 10:00 a.m. (rotating)