Customer Service Representative - Elkridge, MD

Customer Service Representative

Non-Exempt

Reports To: Branch Manager

POSITION SUMMARY:

A Customer Service Representative works with clients who have orders, complaints or require information about products/services purchased from the organization. They also provide solutions that fit those individualized situations and prioritize the customers’ needs at each step of the process.

ESSENTIAL JOB FUNCTIONS:

The following responsibilities are subject to change based on the needs of the company and the employee level.

• Enter customer orders for auto glass parts and process customer returns.

• Process daily cash, credit cards, and check deposits with accurate data entry.

• Assist with inventory - interacting with operation warehouse inventory control.

• Interact with customers via telephone and in-person providing information and assistance.

• Manage customer accounts with discretion and escalate customer concerns as needed.

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure a solution.

• Keep records of customer interactions, process customer accounts and file documents.

• Manage large amounts of incoming phone calls.

• Develop working knowledge of the evolving products and services to better serve customers.

PROFESSIONAL EXPERIENCE, SKILLS, ABILITIES:

• Professional demeanor with superior telephone and people skills.

• Able to communicate clearly.

• Must be organized and able to multi-task.

• General knowledge of Microsoft products.

• Type 30 wpm (preferred).

• Ability to work collaboratively in a team environment.

• Excellent at resolving customer conflict.

• Willing to learn and follow directives.

• Exhibit patience and attentiveness.

• Exceptional time management skills with impeccable follow through.

• Technologically proficient.

EDUCATION REQUIREMENTS