What are the responsibilities and job description for the Customer Service Representative position at McMahan's Flooring, Inc?
Job description
Job Purpose :
The Customer Service Representative (CSR) is responsible for professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
Job Requirements :
Highly developed sense of integrity and commitment to customer satisfaction.
Demonstrated passion for excellence with respect to treating and caring for customers (internal and external).
Ability to communicate clearly and professionally, both verbally and in writing.
Has “thick skin” and is able to handle complaints and unpleasant customers.
Has a pleasant, patient, and friendly attitude.
Strong decision making and analytical abilities.
Strong detail orientation and communication / listening skills.
Willingness to work a flexible schedule and occasional overtime when needed.
Possess a strong work ethic and team player mentality.
1 years of experience in a customer service or help desk capacity required.
Job Responsibilities :
Professionally handle incoming calls, emails, and other requests from customers and ensure their orders are processed correctly.
Work through customer concerns and ensure prompt and thorough resolution to each
Provide quality service and support in a variety of areas including, but not limited to : billing, sales, and system troubleshooting.
Handle customer issues in the best interest of both customer and the company.
Continuously evaluate and identify opportunities to drive process improvements to positively impact the customer’s experience.
Responsible for compiling and generating reports as they relate to customer
Accountable for daily follow up calls to customers to check on flooring installations completed the day before
Responsible to complete necessary paperwork for any changes that need to be made in the Floor Pro system that will provide better service to our customers.
Work effectively with fellow team members
Communicate issues effectively to the warehouse / operations team
Communication
Responsible to create a productive department through written and verbal communication
All correspondence must be in a professional manner
All calls and emails from customers must be addressed or returned within one hour
WORK REQUIREMENTS : Scheduling :
Employee will be required to work at least 40 hours per week.
Employee will be required to attend all mandatory meetings and events as communicated by immediate supervisor.
Physical :
Ability to work on multiple tasks
Pleasant and clearly understandable phone voice
Ability to lift and carry 10 lbs.
Ability to operate computer and other equipment in office
Ability to sit at a desk for more than an hour at a time
Ability to bend and stoop in order to file or shelve
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