Customer Service Rep

Title: Customer Service Representative

Reports To: Customer Service Manager

Summary: This position is responsible for interacting with customers to provide information in response to inquiries about services and handling/resolving complaints.

Essential Functions:

• Train, explain tasks, and assist in the solution of customer problems.
• Answer incoming phone calls and emails and respond to customer requests.
• Identify and assess customer’s needs to achieve satisfaction.
• Handle complaints and provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Go the extra mile to engage customers.
• Key in new route and schedule information for all accounts.
• Data entry includes making computerized location changes and assigning customers new departments in the computer.
• Work on special projects as required by the Customer Service Manager or Director of Operations or as needs arise.

Competencies:

• Ability to work on a team including with the Customer Service Manager and Director of Operations to ensure proper customer service is being delivered.
• Must have some computer knowledge.
• Must be able to work with internal office personnel, sales & development representatives, and management.
• Ability to work with external customers, potential customers, vendors, and suppliers.
• Able to retain knowledge of route details, prices, and delivery times.
• Ability to multi-task, prioritize and manage time effectively.
• Flexible, spontaneous, and able to deal with the unexpected.

Work Environment: Small office setting.

Education and Eligibility Requirements:

• One (1) years’ experience.
• Knowledge and ability-English and grammar.
• Pleasant telephone voice/manner.
• Ability to operate simple office equipment sufficiently to perform the job.
• Typing skills (preferably 45-55 wpm) with 95 – 100% accuracy.
• Must have proven customer support experience.

Other duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the applicant for this job. Activities, duties, and responsibilities may change at any time with or without notice.