Job Purpose
The Customer Service Representative will interact with the company’s customers by addressing inquiries and resolving complaints.
Job Duties
The CSR will interact with customers via telephone, email, chat or in person to provide support and information on products and services. Additionally, they will field customer questions and complaints and they will involve the appropriate specialists/staff if the issues that arise are outside of their knowledge.
They maintain customer accounts and records of customer interactions with details of inquiries, complaints, service issues or comments and they also collect and enter orders for new or additional products or services.
Additionally, they schedule needed service/repairs and make correct notes and documentation for the repair. They also are involved in knowing which situations involve our warranty procedure and which do not and communicating that both to the team and the customer.
Required Skill/Abilities
- Strong attention to detail and the ability to stay organized.
- Excellent communication, interpersonal and active listening skills
- Service oriented and able to resolve customer grievances.
- Proficient computer skills with the ability to learn new software.
- Mechanical skills and knowledge highly preferred.
Education and Experience
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High school diploma required. Customer service experience required.
Working Conditions
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Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.