Customer Service Representative

Works in a team setting to accurately process transactions submitted by customers and members relating to the ownership of a horse, including registration, transfer of ownership, genetic testing, etc. Interact with customers to complete work submitted (telephone, email, internet chat) and provides information on transactions submitted to AQHA. Operate data entry device, such as keyboard or scanner, to process customer requests concerning all aspects of registering American Quarter Horses. Duties may include verifying data and preparing materials for printing. Work must be completed based upon established key performance indicators and quality standards.

Responsibilities:

• Confer with customers by telephone, email, web chat, or in person to provide information about transactions.
• Take and enter orders, cancel accounts, and obtain details of complaints.
• Review customer requests, complete work and generate final documents.
• Ensure that appropriate changes were made to resolve customers' problems.
• Maintain records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Resolve customers' service or billing complaints by performing activities such as refunding money, or adjusting bills.
• Complete customer request forms, prepare change of address records, and assist to complete documents.
• Refer unresolved customer grievances to designated departments for further investigation.
• Determine charges for services requested, collect deposits or payments, and arrange for billing.
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.
• Assist members with all aspects of the registration, transfer of ownership, genetic testing, etc. of their horse(s).
• Make calls to members with pending work in the office to offer assistance in helping them get the information needed to process their request.
• Stay abreast of all changes made to rules, procedures, personnel, phone responsibilities and proper customer service and telephone techniques.
• Complete customer request forms, prepare change of address records, or assist to complete documents, using computers.
• Read source documents and enter data in specific data fields for subsequent entry, using keyboards or scanners.
• Compile, sort and verify the accuracy of data before it is entered.
• Compare data with source documents, or re-enter data in verification format to detect errors.
• Store completed documents in appropriate locations.
• Locate and correct data entry errors, or report them to supervisors.
• Maintain logs of activities and completed work.
• Select materials needed to complete work assignments.
• Call and/or e-mail members to obtain information necessary to complete their request.
• Work and review complicated applications and compose correspondence as necessary.
• Establish pedigrees for non-AQHA horses.
• Correspond by telephone and e-mail with other organizations to gain additional information to establish the non-AQHA pedigrees.
• Other duties as assigned.

Education Requirements:
High school diploma or equivalent
On-the-job training provided

Specific Knowledge:

• Knowledge of administrative, customer service and clerical procedures and systems such as word processing, managing files and records, forms, and other office procedures and terminology.
• Must be able to type 35wpm.
• Must be able to work flexible shifts, including weekends, evenings, and other non-traditional hours.

Languages:

Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar

Must be fluent in English

IT / Technical Knowledge:

Must have experience with Microsoft Office applications

Minimum Experience Required:

1 year prior customer service or ranching experience.

Experience

• 1 - 3 years: Customer Services