Customer Service Representative

JOB TITLE: Customer Service Representative REPORTS TO: Operations & Sales Support Coordinator

EXEMPT: No DEPARTMENT: STAR

SUMMARY: The Customer Service Representative will use independent judgment to answer all phone lines, greet customers coming into the office, take messages for PAR & STAR, assist with customer inquiries, take customer orders, perform data entry and invoicing duties and direct them to the appropriate department or personnel at assigned Pacific Ag Rentals branch.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Operations:

• File as needed
• Date entry
• Review and maintain daily clean sheets
• Print daily clean sheets and logs
• Review, verify and prepare invoices to mail out
• Verify customer has proper insurance coverage
• Research and resolve invoice issues
• Enter units on and off rent
• Enter services for units on rent
• Take service and rental orders for new and existing customers
• Invoice customers using QuickBooks
• Update database sheets as needed using Excel
• Be able to address any concerns or discrepancies on rentals and services with the assigned yard supervisor

Customer Service:

• Answer all phone lines, take messages for PAR & STAR, take customer orders, assist with customer inquiries and direct them to the appropriate department or personnel
• Greet customers coming into the office, assist with inquiries and direct them to the appropriate department and/or personnel
• Communicate with customers (verbal and written)
• Handle customer/field operations calls timely and in a positive and professional manner

General Requirements:

• Establishes and maintains effective channels of communication with management, coworkers, vendors, and all other business contacts
• Uses equipment and materials in a safe and acceptable manner, follows established safety procedures, uses appropriate safeguards, and observes common sense rules of safety in all on the job activities
• Conducts self in a manner reflecting positively on PAR and STAR and encourages others to do the same

• Is organized, independent and self-motivated, enthusiastic, dependable, detail oriented, flexible in scheduling and prioritization, and driven by excellence
• Demonstrates proficient written and verbal communication skills, including accurate grammar and business correspondence

• Prioritize tasks in accordance with changing deadlines and priorities to ensure positive outcomes
• Ability to multi-task

• A belief in working as a cohesive team
• Proactively seek and participate in available company-sponsored training, in an effort to develop and advance knowledge base and skill set
• Participate in all company/location driven communication efforts, including open book meetings, huddles, department meetings, and other related efforts
• Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and outstanding customer service
• Maintain an organized work environment
• Present a neat, professional appearance
• Arrive at work at the scheduled time, including being prepared to work on time after breaks and meal periods
• Perform all other duties as assigned by management in a professional and efficient manner

QUALIFICATION REQUIREMENTS

Education and/or Experience:

• At least 2 years of experience in a similar work environment with a proven track record of strong organizational skills, effective decision-making and excellent people skills, and a high school diploma

Computer Skills:

• Computer literate in Microsoft Office Suite required
• 2 years experience using Microsoft Excel required
• Minimum 1-year experience using QuickBooks required

Language Skills:

• Bilingual English / Spanish preferred
• Ability to respond to basic inquiries and present information effectively to customers, co-workers, and management verbally and in writing

Mathematical Skills:

• Ability to apply math concepts to practical situations

Reasoning Ability:

• Good reading skills to consult equipment manuals
• Ability to define problems, establish facts, and draw valid conclusions

WORKING CONDITIONS: Working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

ENVIRONMENT:

• Work time is mainly in an office environment
• Regular time is spent on the computer and phone
• Noise level in the work environment is usually moderate

PHYSICAL DEMANDS:

• Occasionally: Sit, bend, twist, push, pull, climb, squat, crawl, kneel, reach above the shoulder, climb or balance; stand and walk; grasp with hands and fingers, handle tools, see (including close vision, distance vision, peripheral vision, depth perception), hear and speak, lift up to 25lbs

MACHINES, TOOLS, AND EQUIPMENT:

• Seldom (1–5%):
• Occasionally (6-33%):
• Frequently (34-66%):
• Continuously (67-100%): computer, telephone, fax, and copy machines

TRAVEL:

• This job does not require routine travel