Customer Service Representative

Customer Service Representative / Service Desk

The Customer Service Representative (CSR) attracts potential customers by answering product, service questions, support of reception area and sales team, support showroom foot traffic, suggesting information about other products and services. Process orders prepare correspondences and fulfill customer needs to ensure customer satisfaction.

Job functions:

Support sales rep as needed

Support sales rep when they are out visiting customers

Assist in taking pictures of product and send via email or text to sales rep or customer

Assist in tagging material in the warehouse and the overstock areas

Generating orders. For examples; sink, faucet extra b/s, prefabs or slabs

Cancel orders

Provide support for NH transfers Generate NH transfer

Generate outsourced vendor POs (example: shower doors, tile, etc.)

Service VIP account- Update, follow and generate orders

Take payment information and other pertinent information such as addresses and phone numbers

Assist with placement of orders, refunds, or exchanges

Assist with the reception desk

Support coverage at the reception desk (CSR STATION) all day coverage, break or lunch

Greet customers warmly and ascertain problem or reason for calling or visiting

Manage large amounts of incoming calls

Use telephones to reach out to customers and verify account information

Maintain customer accounts by updating existing accounts

Assist customers in the showroom

Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Contribute to team effort by accomplishing related results as needed

Identify and assess customers' needs to achieve satisfaction

Build sustainable relationships of trust through open and interactive communication

Provide accurate, valid and complete information by using the right methods/tools

Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

Follow communication procedures, guidelines and policies

Go the extra mile to engage customers

Advise on company information

Answer questions about warranties or terms of sale

Inform customer of deals and promotions

Sell products and services

Work with Sales Manager to ensure proper customer service is being delivered

Any other tasks may be assigned

Customer service representative top skills & proficiencies:

Customer Service

Product Knowledge

Documentation Skills

Listening Skills

Phone Skills

Resolving Conflict

Multitask

Patience

Negotiation

Positive Attitude

Attention to Detail

People Oriented

Problem Solving

Organizational Skills

Adaptability

Computer Skills

Ability to Work Under Pressure