Customer Service Representative

*Summary: Interviews customers and records interview information into computer for customer service by performing the following duties.
* *Essential Duties and Responsibilities *include the following.
Other duties may be assigned.
Ø Triages heavy volume of incoming service calls.
Determines nature of call.
Talks with customers by phone and creates service call.
Creates new service site record for new customers.
Ø Separates invoices and prepares invoices for mailing.
Where applicable, process customer purchase orders and attaches to invoice for mailing.
Files company copy of invoice.
Ø Prepares and sorts work orders and identifies and interprets data to be entered.
Reviews work orders for accuracy and ensures charges are accurate.
Enters alphabetic, numeric, or symbolic data from source documents into computer following format displayed on screen.
Ø Receives complaints and/or concerns regarding billing and/or service rendered, referring complaints of service failures to designated departments for investigation.
Ø Process returned mail.
Follows-up with customer to obtain correct mailing address.
Inputs new address into computer system.
Ø Books workorders sent via email & online.
Ø Confirms customer information and makes or updates account as needed.
Ø Performs all other duties as assigned.
*Competency: *To perform the job successfully, an individual should demonstrate the following competencies: *Customer Service* - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
*Oral Communication* - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
*Ethics *- Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
*Adaptability*- Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
*Attendance/Punctuality*- Is consistently at work and on time.
Ensures work responsibilities are covered when absent.
Arrives at meetings and appointments on time.
*Dependability*- Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
*Professionalism*- Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
*Quality*- Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; monitors own work to ensure quality.
*Quantity* - Meets productivity standards; completes work in timely manner; Strives to increase productivity; works quickly.
*Qualifications: *To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience: One year certificate from college or technical school; or 2-5 years related experience and/or training; or equivalent combination of education and experience.
Language Ability: Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Math Ability: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
Ability to deal with problems involving a few concrete variables in standardized situations.
Computer Skills: Proficient in Outlook, able to type minimum 40 wpm and perform numeric data entry.
*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.
*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.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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.
While performing the duties of this job, the employee is regularly required to sit.
The employee is frequently required to use hands to finger, handle, or feel.
The employee is occasionally required to talk or hear.
Job Type: Full-time Pay: From $19.
00 per hour Expected hours: 40 per week Benefits: * 401(k) * Dental insurance * Flexible schedule * Health insurance * On-the-job training * Paid time off * Vision insurance Experience level: * 2 years * No experience needed Shift: * Day shift * Evening shift * Morning shift Weekly day range: * Monday to Friday * Weekends as needed Work setting: * In-person * Office Work Location: In person