Customer Service Representative

Duties/Responsibilities

• Responds to customer inquiries in a timely manner by telephone, e-mail, and chat, to provide non-technical and technical problem resolution.
• Collections and enters orders for new or additional products or services.
• Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
• Takes the initiative to expand own knowledge by working with the above-mentioned specialists to assist customers on future requests.
• Safeguards customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Resolves complex or unusual requests and problems that may require a customized response and communicates solutions or requested information to the customer.
• Analyzes a customer's service needs and refers to other service or technical departments for follow-up or additional information as needed.
• Provides updates to other internal teams on customer needs and factors that contribute to customer satisfaction.
• Might be assigned to support products that are more complex or critical.
• Uses a customer relationship application or database to record activities and research product information.
• Works independently within established procedures associated with the specific job function.
• Has gained proficiency in multiple competencies relevant to the job.

Qualifications

• Typically requires 3-5 years of related experience or may need 2 years’ experience with additional specialized training and/or certification.
• High school diploma or equivalent Customer service experience required.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.