What are the responsibilities and job description for the Customer Service Representative position at The ICEE Company?
POSITION SUMMARY
The Customer Service Representative's primary responsibilities are tracking and inputting service calls and reporting completion details to the customer. The CSR will also handle various data entry tasks such as inputting work order details, technician completion details, and repair quotes.
ESSENTIAL FUNCTIONS:
- Input work order details from customers into ICEE's internal call entry program for scheduling purposes.
- Input repair quotes and technician completion details into various customer web portals.
- Provide available updates on existing service calls to the customer.
- Undertake various data entry tasks as assigned by the Customer Service Supervisor.
- Manage call-ins and contact appropriate Field Director with details.
- Perform other duties as assigned by the Project Manager.
- Represent ICEE with a positive, fun, and upbeat attitude.
COMPETENCIES:
- Customer relations, interpersonal relationships, team relations, and service.
- Excellent organizational and time management skills.
- Must be a self-starter with the ability to lead a Service Region to accomplish team goals.
- Great oral and written communication skills.
- Proficient with all aspects of Microsoft Office (Word, Excel, PowerPoint).
- Drive call center Key Performance Indicators.
- Results oriented with strong time management skills with the ability to multi-task in a fast-paced department.
- Ability to work in a team environment and assisting fellow co-workers when needed
- Flexibility regarding ongoing changes in procedures and policies.
- Able to process high volumes of work consistently.
- Strong decision-making skills.
- Ability to quickly learn and retain various web-based platforms.
- Attention to detail and accuracy.
EDUCATION AND EXPERIENCE:
- At least 1 to 2 years of experience in customer service.
- Demonstrated problem solving and analytical skills.
- Excellent communication and interpersonal skills.
- Proven track record of meeting or exceeding department performance goals.
Shift Available:
Friday - Monday | 6:00am - 5:00pm
ICEE offers its Employees:
- Paid holidays, Sick time and Paid vacation
- Birthday Holiday (Must be used within Employee Birthday Month)
- Medical, Dental, Vision Insurance
- Employee Stock Purchase Program
- Life Insurance
- 401 (k) Plan
…and much more!!!
EOE STATEMENT
ICEE is an equal opportunity employer and prohibits discriminatory employment actions against, and treatment of, employees and applicants for employment based on actual or perceived Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, national origin, ethnicity, alienage, religion or creed, gender, gender identity, pregnancy, marital status, sexual orientation, citizenship, genetic disposition or characteristics, disability or veteran's status, sex offenses, prior record of arrest or conviction, genetic information or predisposing genetic characteristic, status as a victim or witness of domestic violence, sex offenses or stalking and unemployment status.
