ESSENTIAL FUNCTIONS

Receive customer calls, faxes, emails, and instant messages.

Receive, process, and verify the accuracy of orders from customers using company software.

Open accounts for customers by creating new records in database.

Determine charges for services requested, collect deposits or payments, or arrange for billing.

Confer with customers by telephone to provide information about products, services, or estimates of shipping costs.

Recommend potential products or services to customers by collecting customer information and analyzing customer needs.

Solicit sales by cross selling and upselling products to customers, introducing monthly specials, and providing customers with the opportunity to receive sample promotional items.

Process outbound calls to market product sales such as sample products, open orders, lead follow up, etc.

Keep records of customer interactions, transactions, and dispositions, recording details of inquiries, situations, complaints, or comments, as well as actions taken.

Communicate customer needs and situations to the appropriate departments and/or managers for further investigation.

Troubleshoot work-related problems by sharing new ideas with other team members and supervisors.

Track the disposition of customer deliveries.

Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Maintain a friendly and positive attitude when communicating with customers in order to ensure high quality service.

Attend computer and customer process training.

Attend team meetings to discuss departmental issues.

Maintain regular and predictable attendance.

Perform other duties as requested.

QUALIFICATIONS

A minimum of a high school diploma or GED.

1 - 2 years of experience in customer service, sales, retail, hospitality, or other positions related to the service industry.

A necessary level of skill in reading comprehension to understand and locate information in work related documents.

Strongly developed capacities in written and oral communication to effectively convey and receive information to and from others.

Acceptable finger dexterity to perform data entry at a productive rate of speed.

The ability to work well with others to satisfy a client or resolve an issue.

A strong service orientation and knowledge of principles and processes for providing high levels of customer service.

The ability to effectively handle multiple work tasks simultaneously.

Exceptional time management skills and punctuality.

A practical understanding of electronic equipment, and computer hardware and software, including Microsoft Office applications.

Thorough knowledge of customer order processing and marketing procedures.

A good understanding of products and product details such as specifications, uses, and prices.

The ability to maintain consistent and high levels of inbound calls, customer orders, and customer satisfaction ratings as defined by management.

 

PHYSICAL DEMANDS AND WORKING CONDITIONS

Frequently using hands and fingers to reach, handle, grab, and type.

Remaining seated for extended periods.

Occasionally standing, twisting, bending, kneeling, and squatting.

Seeing details at close range 

Communicating information and ideas clearly so others can understand.

Listening and understanding information and ideas presented through words, phrases, and sentences.