Representative, Customer Service L1

OVERALL PURPOSE OF THE JOB

Interacts with customers; provides information in response to inquiries about accounts, products, and services.

ESSENTIAL FUNCTIONS

• Takes care of and settles customer complaints, special orders, or returns via phone or mail
• Answers customers' questions regarding product or service and operation or maintenance
• Receives and processes orders, provides information concerning pricing, changes in service, discontinuance, and shipping
• Talks with customers by phone or in person to ensure the best service possible
• Interviews customers to obtain information and explain available services
• Investigates and corrects errors, following customer and company records
• Adjusts complaints concerning billing or services rendered
• Refers complaints of product or service failure to appropriate departments for investigation
• Coordinates customers' service needs with other departments as required to ensure customer service

OTHER DUTIES

• Performs all other duties as required

QUALIFICATIONS

EDUCATION/EXPERIENCE AND/OR TRAINING

• High School diploma required
• 1-3 years of experience preferred

KNOWLEDGE, SKILLS, AND ABILITIES

PROBLEM-SOLVING SKILLS

• Identify problems, inform others, and provide information to assist with solving the problem

VERBAL COMMUNICATION SKILLS

• Use verbal skills to communicate with co-workers or customers and/or vendors

WRITTEN COMMUNICATION SKILLS

• Complete and maintain documentation/records to effectively convey ideas and information both in written and oral form

MATH SKILLS

• Addition, subtraction, multiplication, division, percentages, ratios

COMPUTER SKILLS

• Financial Software
• Internet/e-mail
• Spreadsheet Software
• Word Processing Software

TOOLS AND EQUIPMENT

• General Office Equipment

MENTAL DEMANDS typically required

• High level record keeping
• Organize and prioritize
• Respond to angry/upset individuals
• Read, comprehend and follow instructions/work orders

PHYSICAL DEMANDS (typically required to perform the essential functions of the job)

• CONSTANTLY INCURRED (more than 75% time on job)

• Ability to sit
• Ability to communicate orally
• Ability to hear conversation

WORKING CONDITIONS (typically required)

• CONSTANTLY INCURRED (more than 75% time on job)
• Requires work in a typical office setting
• OCCASIONALLY INCURRED (up to 25% time on job)
• Work a shift between 8-12 hours

PERSONAL PROTECTIVE EQUIPMENT (typically required to perform the essential functions of the job)

• This position typically does not require the use of personal protective equipment.