What are the responsibilities and job description for the CSR - Customer Service Representative position at Total Maintenance Solutions?
Overview
We are seeking a dedicated and enthusiastic Customer Service Representative to join our dynamic team. This role is essential in providing exceptional service to our clients and ensuring their needs are met efficiently and effectively. The ideal candidate will possess strong communication skills, a positive attitude, and the ability to handle various customer inquiries with professionalism.
Essential Functions Statement(s)
- Respond promptly to customer inquiries via phone, email, or chat, ensuring a high level of client satisfaction.
- Assist customers with product information, order processing, and issue resolution.
- Maintain accurate & detailed records of customer interactions and transactions through data entry.
- Collaborate with team members to enhance the overall customer experience.
- Uphold company policies and procedures while providing exceptional client services.
- Receives, researches and answers internal and external customer and key account inquiries and requests regarding standard products, prices, delivery and nearest distribution and service center.
- Creates and maintains files and reminders for follow-up action with customers to assure high level of customer service
- Provides support and assistance to the Customer Service Manager as needed
- Remains current on changes in policies, procedures, and product offerings, assuring compliance
- Prepares and processes quotes to orders and up-sale of products (accessories and parts)
- Applies appropriate discounts based on company schedules
- Interfaces with Sales team, Credit Department Engineering, Production and Warehouse on behalf of key accounts and customers
- Maintains correct customer information; to include names, addresses, etc.
- Enters orders received from customers. Reviews customers purchase for accurate pricing & details.
- Initiates credit application for the credit department and processes credit card orders & delivers proper paperwork to the various departments to complete process.
- Communicates order report to appropriate parties
- Manages quote log
- Communicates to Sales through Company CRM tool
- Participates in standard product training
- Work independently or with a team, as needed
- Be available to work 40 hours per week / excellent attendance is a must
Skills & Abilities
Education:
High School Graduate or General Education Degree (GED): Required
Experience:
2 plus years of experience in Customer Service: Required
Experience in industrial vacuum: Preferred
- Proficient in English; multilingual skills are a plus to cater to diverse clientele.
- Excellent phone etiquette and communication skills for effective interaction with customers.
- Experience in client services or sales is highly desirable.
- Familiarity with call center operations is advantageous.
- Ability to analyze customer needs and communicate solutions effectively.
- Strong data entry skills for maintaining accurate records.
Computer Skills:
Intermediate Knowledge of Microsoft Office, experience with Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems.
Join us in delivering outstanding service & making a positive impact on our customers' experience!
Job Type: Full-time
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
Shift:
- 8 hour shift
- Morning shift
Work Location: In person
