Customer Satisfaction Representative

The position is responsible for fielding incoming customer service calls, emails, and chats; as well as make out-going calls as needed. Incumbent must have the ability to build relationships with customers for retention and growth. Incumbent will also up sell to customers to educate customers about products we offer and to increase sales.

Essential Job Functions (*=non-essential tasks):

• Receive and make customer calls
• Communicate friendly and professionally with customers via phone, email and chat
• Develop good working relationships with the parishes and dioceses
• Develop a good working relationship with other departments and members of the management team
• Ability to take and write up detailed orders
• Use Microsoft CRM to enter all calls, schedule follow up calls, create tasks for order changes, create cases and opportunitites
• Meet defined metrics to maintain a high level of customer service
• Process/Research all order requests
• Resolve customer problems or issues in a timely manner and make follow up calls as needed
• Up sell products and services to current customers and assign referral to sales when necessary
• Follow up on all customer leads for current customers and give leads for new accounts to Sales
• Must be able to maintain confidentiality to pricing information
• Make customer care calls for retention and yearly goals
• Other duties as assigned

Requirements:

Experience

• Minimum of 2 years of experience in customer service is preferred
• One to two years using CRM software preferred
• Experience in a call center environment

Education

• High School Degree or equivalent is required
• Associates Degree in a computer related or Organizational field preferred

Skills and abilities:

• Excellent verbal and written communication
• Organized
• Detail oriented
• Self-starter
• Friendly
• Team Player
• Proficient with Microsoft Word, Excel, and CRM
• Accurate typing skills

Working Environment

• Incumbent will work in an office environment
• Incumbent will spend the vast majority of their time sitting and working on the computer and telephone

This position is a blended position with office hours at a home office and some hours maybe required on-site in Huntington, IN. Company computer equipment is provided.

Hours: Monday – Friday 8:00 am – 5:00 pm est.

Supervisory Responsibilities:

• none

(Note: These statements are intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required of this job.)