Customer Service Representative

Description

Job Title: Customer Service Representative

Reports To: Customer Service Manager

Location: Tempe, AZ (On-Site)

Company Overview

PROTEOR USA is a leading company in the Orthotic & Prosthetic industry, committed to innovation and providing the best outcomes for our customers. With over 100 years of experience, we offer an extensive product portfolio that includes the latest advancements in prosthetic technology. We prioritize the #HumanFirst approach and strive to enable prosthetic wearers to live the life they love.

Job Overview

Customer Service Representatives are the first line of communication between our company and customers. The Customer Service Representative is responsible for handling an array of front-facing duties. These tasks include interacting with customers over the phone, in person, and via email and social media. Customer Service Representatives must maintain high professionalism throughout all interactions and present the organization in the best light possible. Each interaction affects the company’s bottom line positively or negatively, so a great Customer Service Representative must add value to the organization.

Key Responsibilities and Duties

• Able to think fast, find answers, and respond quickly to customer concerns, all with a polite, empathic, and professional voice and manner
• Follow communication procedures, guidelines, and policies
• Follow established phone scripts
• Answer and manage large volumes of incoming calls, emails, chats, and interactive voice response systems
• Open and maintain customer accounts by recording account information
• Identify and assess customers' needs to achieve satisfaction
• Resolve customer complaints via phone, email, mail, or social media
• Reach out to customers and verify account information
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid, and complete information by using the correct methods/tools
• Handle customer issues, provide appropriate solutions and alternatives within the time limits and follow up to ensure the solution
• Resolve product or service issues by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem;
• Keep records of customer interactions, process customer accounts, and file documents
• Assist with the placement of orders, refunds, or exchanges
• Answer questions about warranties and terms of sale
• Advise on company and product information
• Inform customers of deals and promotions
• Up-sell and cross-sell products
• Prepare product or service reports by collecting and analyzing customer information
• Compile reports on overall customer satisfaction
• Go the extra mile to engage customers

Requirements

Required Skills/Abilities

• Excellent communication and presentation skills
• Customer orientation and ability to adapt/respond to different types of characters/personalities
• Ability to multi-task, prioritize and manage time effectively
• Strong phone contact handling skills and active listening
• Basic computer skills and experience with tracking and recording call information, filing documents or updating customer profiles/accounts
• Familiarity with Microsoft Office
• Familiarity with CRM systems and practices 

Education and Experience

• High school diploma or equivalent; college degree preferred
• Four years of previous experience in customer support, client services, or a related field

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at a time.