What are the responsibilities and job description for the Customer Service Representative position at PROSTEEL SECURITY PRODUCTS, INC?
Summary:
Customer Service Representative will report directly to the Customer Service Manager. The CSR will be responsible for answering phone calls, emails, helpdesk tickets and instant messages and provide detailed product information and support for all products. The CSR will also be involved in a weekly quality meeting to report feedback weekly to the production and management team. An outline of the work hours will be provided, and the applicant will be required to follow.
Product Knowledge will be crucial to resolving any needs of the customer.
Responsibilities:
- Having a positive and professional relationship with all Customers, Dealers and the ProSteel Team. Ensure Customer satisfaction and timely support.
- Answering all phone calls in a timely manner. Leave no phone calls or messages left for the next day.
- Responding to all various communication channels in a prompt and professional manner.
- Obtaining all pertinent information from the customer but not limited to (Name, Address, Phone #, Product model and Serial numbers and information, Pictures if required)
- Ensure all areas of security policies and measures are being maintained.
- Records of each customer or dealer transaction with comments, time, and date. Entering all information in the SAP database is required. If a follow-up action is required, an activity will be created with specific details to address the customer’s needs.
- Extensive knowledge of the product including each model name and size. Obtain product specifications for all manufactured products and spend time learning each characteristic.
- Keeping good Organization skills everything is neat and in order.
- If the product needs a warranty service, The CSR will be responsible for ordering parts and arranging to have a technician complete the repair needed. All information will be recorded within SAP and given a Service Call specific number.
- Assisting dealers with filing any claims regarding damage from shipment. Reporting the damage directly to the party responsible. Arranging for any returns or replacements necessary.
- Assist customers with purchasing replacement parts or items not covered under the manufacturer's warranty.
- Follow all policies and procedures regarding Customer Service Standards and Warranty policies.
- Reporting Weekly and Monthly regarding quality to the ProSteel team.
Minimum Qualifications:
- College Degree or High School Diploma
- Minimum of 1-2 years of knowledge and use of all Microsoft Office products (Excel, Access, PowerPoint)
- Prior Customer Service Experience 1-2 years preferred
- Outstanding Phone and Email Etiquette
- Experience with using a Database (SAP or Equivalent)
- Must be able to complete all tasks and handle stressful situations with high level of professionalism
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift to 15 pounds at times.
- Full benefits package (Medical, Dental, Vision, Flexible Spending Accounts and Life Insurance)
Benefits:
- Full benefits package (Medical, Dental, Vision, Flexible Spending Accounts and Life Insurance)
- 401(k) with company match
- Paid Time Off (PTO)
ProSteel Security Products, Inc. is an equal opportunityemployer. We celebrate diversity and are committed to creating an inclusiveenvironment for all employees.
Thank you for your interest in joining our team! We look forwardto hearing from you.
Salary : $18 - $22
