CSR - Customer Service Representative

JOB TITLE: Customer Service Representative (CSR) FLSA: Non -Exempt

Full Time and Seasonal position openings

DEPARTMENT: Customer Service

REPORTS TO: CSR Manager

GENERAL SUMMARY:

Due to our continual growth, we have an opening in our Customer Service department.

Must have excellent phone skills, computer knowledge, be a team player, and be able to work in a fast-paced environment. Fuel oil/ propane experience a plus. Full benefits package available!

A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

Manage large amounts of incoming calls
Generate sales leads
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/customer service team sales targets and call handling quotas
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents

Follow communication procedures, guidelines and policies
Go the extra mile to engage customers

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

• High school graduate.
• 3-5 years of experience, industry background preferred.
• Intermediate computer skills to include word processing and spreadsheet applications using Microsoft Office products.
• Working knowledge of the company’s internal operating system acquired through training and daily use.
• Possess excellent verbal & written communication skills. Including the ability to effectively communicate verbally with other employees, customers and outside business contacts.
• Basic deductive reasoning skills
• Ability to lift and pull a minimum of 20 lbs.

WORKING CONDITIONS

Normal office conditions with occasional exposure to warehouse conditions.
Continually uses a telephone and a computer to perform job requirements.
Must be able to sit for up to 10 hours per shift, with reasonable accommodation.

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AC&T is an employee-at-will company. Job Descriptions are in no way to be construed as a contract of employment. AC&T reserves the right to change duties without notice to accommodate business requirements. I acknowledge that I have received a copy of this job description and I understand the requirements for the position as described

Employee’s Name (Print)

Employee’s Signature Date

Manager’s Signature Date

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Job Types: Full-time, Seasonal

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Shift:

• Day shift

Work Location: In person

Salary : $30,000 - $38,000