POSITION TITLE:

Customer Service Representative

POSITION SUMMARY:

The Customer Service Representative is a key role for Guardian Access Solutions as they are the first point of contact, responsible for answering the phone as well as other administrative functions needed in the Service Department.

ESSENTIAL JOB FUNCTIONS:

• Make all customer calls the #1 priority
• Answer and manage inbound phone calls from customers in a prompt, courteous and professional manner
• Document required service needs information in a clear and concise manner on the service ticket
• Ask appropriate questions and listen actively to identify specific questions or issues from the customer
• Troubleshoot basic service calls
• Maintain complete and accurate information from the customer and document into the service ticket for the Service Department Manager
• Assist with work order edits
• Acknowledge customer complaints and know when to deescalate a situation
• Maintain a positive, empathetic, and professional attitude toward the customer at all times
• Work as a communication link between techs and customers
• Regular attendance at work and provides appropriate flexibility
• Adherence to safety guidelines and policies
• Other job-related duties as assigned

QUALIFICATIONS:

• 2 – 3 years customer service experience, including inbound and outbound call experience
• Experience working with office equipment and a multi-line phone system
• Experience with Microsoft Office Suite
• Previous experience working as a service advisor or in a call center with high call volume is preferred
• As a condition of employment, employer will conduct a background check and drug screen prior to hire
• Valid Driver’s License with a clean driving record
• Ability to understand, speak and write English

EDUCATION AND CERTIFICATIONS:

High School diploma, GED or equivalent

BENEFITS:

Medical/Dental/Vision insurance offered

PTO and Holiday pay provided weekly payroll

Employee Recognition Programs

ADDITIONAL INFORMATION:

Position Hours: 7:30AM-4:30PM

Position is fulltime and onsite

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk, hear, and interpret directions. The employee frequently is required to use hands or fingers with appropriate dexterity. The employee is required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

WORK ENVIRONMENT:

Work is performed in a fast-paced office, attached to a warehouse setting with frequent interruptions. Occasional need to travel to other locations as necessary.

OTHER:

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.