What are the responsibilities and job description for the INBOUND CUSTOMER SERVICE REPRESENTATIVE position at Access Dubuque?
INBOUND CUSTOMER SERVICE REPRESENTATIVE
- Engineering Services and Products Company
1 Positions
ID : 69651
Posted On 10 / 30 / 2024
Answer incoming phone calls, and determine the nature of the inquiry.
Respond to the inquiry by either
A. Relaying the information the customer wants
B. Ask probing questions to determine the root of the situation / inquiry
C. Referring the customer to a more appropriate source of information.
Acquire information from one or more of the following sources :
A. E10, Order Power and CRM
B. ESAPCO catalogs and reference books
C. Vendor catalogs and reference books
D. A knowledgeable person within the company or the vendor
E. An internet source
F. An example of the product
Remain organized to ensure issues are addressed in a timely fashion and customers are updated regularly should the issue not be resolved in one call.
Remain calm while talking with upset customers.
De-escalate the situation by calming the customer and focusing on a resolution to the situation.
Accurately document inquires or situations on customer accounts.
Present possible solutions regarding common customer complaints to the Customer Service Manager.
Follow documented policies and procedures in resolving issues, problems or complaints.
To perform the job successfully, an individual should demonstrate the following competencies :
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Participates in meetings.
Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents data effectively; Able to read and interpret written information.
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.
High School diploma and 4 years of customer service experience is required. Previous inbound call center experience strongly preferred.
The ability to read and write at a 12th grade level, a personality suited to sustained interaction with angry and emotional people, and four years of experience in customer service activities.
The person in this position needs continuous training in company policies and procedures, company computer systems, and tools and techniques used to facilitate customer service.
Basic math skill required.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
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.
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and / or move up to 50 pounds. Specific vision abilities required by this job include close vision and peripheral vision.
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.
Primary Contact
12164
FarmTek HR Department
563-875-2288
Phone
Phone
Phone
hrdeptiowa@farmtek.com
True
False
True
Categories
Sales / Service
Location
Dyersville, IA
Shift
First Shift
Job Type
Employee
Full / Part
Full Time
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Retirement Plan
Paid Vacation
Paid Sick Leave
PTO (Paid Time Off)
Paid Holidays
Tuition Reimbursement
Education
High School / GED
Experience
1-2 Years
Company ID
1007
Job REQ #
69651
Positions
Start Date
20241030
End Date
20241129
Featured Job
TH Ad
TH Comments
Services Technician - Tire Repair
Sedona Staffing Services
Service Technician
Sedona Staffing Services
Automotive Service Technician or Mechanic
Sedona Staffing Services
CUSTOMER SERVICE- SALES ASSISTANT
Sedona Staffing Services
Sales Representative
Tri State Building Supply
Sales Leader - Benefits Wholesale Services
Cottingham & Butler / SISCO
Sales Representative / Account Manager
Bodensteiner Implement Co
Sales Representative / Account Manager
Bodensteiner Implement Co
Sales Representative / Account Manager
Bodensteiner Implement Co
Service Technician
Dubuque Fire Equipment
Engineering Services and Products Company
A rewarding career waits for you at Engineering Services and Products Company!
ESAPCO was founded in 1979 with the purpose of bringing the highest quality products at the most competitive prices with exceptional customer service directly to the agricultural, horticultural, building and retail trade communities. With this goal in mind, we have grown from a regional, two-person operation to one with corporate headquarters and sales call center located in South Windsor, Connecticut and a manufacturing and distribution center located in Dyersville, Iowa. Brands that fall under our umbrella include FarmTek, ClearSpan and GrowSpan.
