What are the responsibilities and job description for the Customer Support Representative position at ProVia?
Customer Support Representative
Reports to: Customer Support Supervisor
Hours: Monday-Friday, 8:00am-4:30pm
Pay: Hourly
Location: Cherry Ridge Facility
Summary
This position is a member of the Customer Experience team that provides a high level of service and support for customers and team members for the products and components manufactured by ProVia' s assigned facility. The employee meets expectations and consistency in performing excellent service to customers while demonstrating high character. The employee strives to provide enhanced service to ProVia’ s customers by focusing on establishing long-term relationships with the customers. The employee is expected to uphold and represent ProVia’ s purpose, vision, mission, and values.
Essential Duties and Responsibilities
Essential Duties and Responsibilities include but are not limited to the following:
- Gain knowledge of products, processes, procedures, and assigned tasks.
- Be available and respond to customer inquiries via phone, email, and ProVia' s online ordering application as assigned.
- Process customer orders and requests submitted online, or via fax and email to produce product orders, quotes, special order pricing, reorders, and general inquiries about product and customer account requests, while serving with excellence in quality of work.
- Provide professional class service by demonstrating patience, empathy, and professionalism in all customer interactions.
- Manage and take ownership of every situation as they come up to provide the best service to customers.
- Use troubleshooting skills to identify and resolve customer issues promptly, either independently or by escalating complex problems to the appropriate teams.
- Build relationships with coworkers and customers.
- Provide timely resolutions for each customer and situation utilizing appropriate means of communication. Ask questions for clarity to assure responses are accurate.
- Manage assigned tasks to meet expectations.
- Other duties as assigned.
Qualifications
This position requires a motivated, detailed-oriented individual with excellent communication, technical, and organizational skill sets, and who enjoys working in a team atmosphere. Status is from newly hired to 2 years within Customer Support team.
- Relational Skills
- Verbal Communication- communicate clearly to ensure responses are effective and supportive of the issues and questions. Maintain professionalism in all situations.
- Nonverbal Communication: Clearly convey information through written messages using correct grammar, spelling, and punctuation. Seek clarification when unsure of the situation being responded to. Respond promptly and timely to customer requests.
- Seek guidance for the appropriate means of communication to ensure a timely resolution for the customer.
- Utilize empathy, patience, and active listening when communicating.
- Develop a serving attitude and become approachable and collaborative in all situations.
- Learn how to manage conflict resolution with customers and coworkers.
- Must be able to take direction and remain positive and professional during conflict.
- Technical Skills
- Become proficient in entryLINK, phone, and internal processes.
- Gain an understanding of products the department supports.
- Develop knowledge and familiarity of departmental tasks.
- Problem-solving skills.
- Accuracy, thoroughness, and competence of work.
- Organizational Skills
- Learn to prioritize tasks based on customer needs and situation. Utilize a sense of urgency to finalize resolutions.
- Ability to successfully multi-task.
- Become efficient at time management, meeting deadlines, meeting commitments, and prompt responses to inquiries.
- Learn consistency to follow-up of open issues, situations, and unresolved services.
- Character
- Establish trust and dependability by being punctual and thorough on commitments.
- Focus on the overall good of team above self, teamwork.
- Contribute to positive team morale, culture, and influence on teammates.
- Flexible approach to work and adaptation to new situations.
- Positive attitude with a continuous growth mindset.
- Develop accurate results through accountability.
- Continual growth in knowledge of products, processes, and departmental tasks.
- Focus on serving customers and meeting expectations.
Physical Demands
Ability to sit or stand, using a desktop computer or laptop, as well as other office equipment and supplies continuously.
