Customer Service Representative

About the role

The Customer Service Representative provides the best possible customer satisfaction to the organization's customers by addressing and resolving customer inquiries and problems, processing orders, preparing service orders, tracking bids, and resolving billing issues, in accordance with company policies and procedures.

Responsibilities

• Answer incoming customer telephone calls.
• Establish and maintain positive working relationships with customers by ensuring the best possible customer satisfaction by providing expertise in the analysis of system problems and logging service calls and orders.
• Provide accurate and timely information regarding the status of open orders to customers and technicians.
• Cook up the dispatching of technicians to customer facilities.
• Reconcile time sheets to the dispatch log.
• Prepare all assigned reports and correspondence accurately and on time, to include service log, open work orders, maintenance agreements, warranty work, billings, etc.
• Address and resolve customer inquiries, problems and complaints regarding products, services, billing, applications, etc.
• Address and resolve complaints and make recommendations regarding the return of equipment and the issuing of credits to customers to maintain customer goodwill.
• Create and maintain customer files.
• Enter all required information into the computerized systems to create and maintain the customer database, ensuring accuracy and timeliness.
• Complete and maintain all required paperwork, records, documents, etc.

Requirements

Reliable attendance is required. Required High School Diploma or equivalent GED. 3 years related experience. Preferred 1 year certificate from college or technical school. 6 years related experience.

Qualifications

High School Diploma or equivalent GED. 3 years related experience. Preferred 1 year certificate from college or technical school. 6 years related experience.

Skills

Excellent communication skills. Ability to work independently and as part of a team. Strong problem-solving and analytical skills. Proficiency in Microsoft Office Suite.

Benefits

• Medical, dental, vision plans which are effective on your hire date.
• Health Care Savings Account (HSA)
• Employee Stock Ownership Program (ESOP)
• Company Paid Long-Term Disability (LTD)
• Paid Parental Leave
• Paid Bereavement Leave
• Paid Time Off
• Paid Holidays
• Employee Assistance Program

Pay

The anticipated starting pay range for this position is $20.26 to $27.00. The exact rate may be based on a combination of factors including knowledge, experience, skills, abilities, and education.

Schedule

1st shift / Hours: 7:30 a.m. – 4:00 p.m. Monday-Friday.