Customer Relations Specialist

Job Title: Customer Relations Specialist

Job Summary:

It is the primary responsibility of the Customer Relations Specialist to ensure all new and existing customers receive the highest possible level of support and service. This will require a thorough understanding of the company’s full array of services and capabilities as well as limitations. Client interaction includes requests for quotes and providing quotes in writing and/or verbally, lead times for service, order placement or changes, and professionally communicating important information proactively back to customers. The majority of all initial and ongoing customer contact is via telephone and email; but may also involve traditional mail, voice mail, and/or in-person meetings. Duties range from forwarding correspondence to training customer personnel on the usage of self-service online interface options available to them.

Supports Gilmore’s policy where all employees provide outstanding customer service, are knowledgeable, courteous, welcoming, friendly and assists patrons in accessing and obtaining the materials, information and services they are seeking. Outstanding customer service requires that staff possess the necessary technical skills and competencies, a passion for excellence, strong interpersonal skills, self-motivation, flexibility, a cooperative attitude, enthusiasm and initiative.

Description:

• Answer in-coming calls, referring appropriate leads to Outside Sales Representative
• Research, identify, track and monitor sub-contractors and sub-contracted accounts.
• Respond to customer inquiries, service requests, service frequency changes, and service change requests.
• Resolve customer service requests, including communicating service procedures to customers and answering any questions as requested.
• Understand and be able to communicate (written & verbally) current product pricing, and offerings.
• Call and follow up with customer regarding the service provided.
• Assist opening new accounts
• Initial follow-up with new customers welcoming and explaining service protocol
• Ongoing follow-up with existing customers assessing satisfaction levels or needs
• Manage and escalate customer complaints/problems, including missed services and identifying persistent service issues throughout the company
• Maintaining current customer information (such as phone numbers, billing addresses, and authorized contacts)
• Perform data entry and generate customer reports
• Identify and create potential for add-on business
• Ensure operating and quality standards are met by maintaining professionalism, diplomacy, sensitivity, and tact to portray the company in a positive manner.
• Perform all other duties as required.

Qualifications:

The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.

Knowledge of, Ability to and Skills in:

• Excellent interpersonal skills, ability to communicate clearly both written & verbally, ability to develop trust and rapport with people quickly.
• Ability to work as part of a TEAM.
• Proficient in use of in Microsoft Office programs including Co Pilot (AI)
• Establish and maintain effective working relationships with those contacted in the course of work.

Education and Typical Years of Experience:

High school diploma or GED required.

1 year minimum customer service related experience required.

Special Requirements:

• Negotiating: exchanging ideas, information, and opinions with others to arrive jointly at decisions, conclusions or solutions.
• Detailed and organized.
• In the performance of daily duties, the employee has regular access to printed and electronic files containing sensitive data which must be protected under the provisions of the Privacy Act of 1974 and other applicable laws, Federal regulations and policies. As such, the employee is responsible for:
• protecting data from unauthorized release or from loss, alteration, or unauthorized deletion;
• following applicable regulations and instructions regarding protected access to printed and electronic files, release of access/security codes, etc.

Physical Demands and Working Environment

The conditions herein 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 job functions.

Environment: Standard office setting; exposure to computer screens.

Physical: Essential and marginal functions may require maintaining physical condition necessary for walking, standing or sitting for prolonged periods of time; visual acuity; moderate or light lifting and carrying.

Vision: See in the normal visual range with or without correction; vision sufficient to read computer screens and printed documents.

Hearing: Hear in the normal audio range with or without correction.

Job Type: Full-time

Benefits:

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

Shift:

• Day shift

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Required)

Work Location: In person