Customer Service Representative
Performs responsible clerical and administrative work to provide excellent customer service as the company’s main point of contact to customers. The customer service personnel are responsible for the public and professional image of the company.
Work is performed under regular supervision of designated supervisor.
- Receive customer inquiries by telephone, mail or in person and initiate response personally.
- Assist customers in establishing new accounts, closing or transferring accounts and answering questions regarding accounts, service, and sales.
- Respond to customer inquiries including, but not limited to, pricing, billing, documenting complaints and setting up new orders.
- Perform routine clerical, payment posting and other data entry procedures.
- Handle incoming calls and utilize a proactive approach with every customer interaction to discover additional sales and services opportunities.
- Maintain company equipment in working order and use according to procedures.
- Maintain an in-depth knowledge of company products and services, customer account and billing processes, new customer information, and various policies and procedures related to product delivery and service.
- Ensure that all tasks comply with all company policies, safety procedures and federal, state and local codes and regulations.
- Must be available to work overtime as scheduled. Have all overtime approved by supervisor.
- Review and propose revisions to all procedures to ensure they are efficient, effective and safe.
- Maintain a positive working relationship with all company personnel in order to complete job tasks.
- Continually strive to provide quality services for the company and strive to balance customer services goals with the profitability of the company, and maintain the company’s image of quality, service and professionalism.
- Continually strive to maintain state of the art knowledge of the business and related equipment and services.
- Stay current on competitive changes in the areas of business that the company participates in and inform management of any issues.
- Participate in safety meetings, management meetings, training programs and other quality improvement activities as directed by supervisor.
- Complete any projects or tasks that may be assigned by management.
1) Minimum Reasoning ability associated with this classification:
Ability to apply principles of logical thinking to practical situations and requests made by employees or customers; to comprehend and respond to a variety of situations in an expedient manner.
2) Minimum Math ability usually associated with this classification:
Using Statistics: Ability to work with mathematical statistics to maintain a variety of records and reports.
Using Arithmetic: Ability to add, subtract, multiply and divide to figure payments or partial payments or adjust payments as necessary.
3) Minimum Language ability usually associated with this classification:
Read: Ability to read forms, receipts, bills/statements, policies, correspondence, manuals, reports, records, rules and regulations, messages and other documents related to the job. Write: Ability to write and/or type information as needed to complete records and reports, correspondence, information received through incoming calls and/or email, and make notes. Speak: Ability to be conversant in voice and diction so as to participate in discussion by telephone or in person.
4) Amount of Training, either on-the-job or formal education, usually associated with this occupation in addition to the Reasoning, Math, and Language detailed above.
On-the-job training dependent upon experience level. Formal education which includes basic arithmetic, statistics, typing, filing, computer keyboard, and basic office machines. Position requires High School Diploma or GED, be computer literate and willing to learn new software applications. Previous customer service experience preferred.
Position requires High School Diploma or GED.
5) Degree of Physical Demands (Strength) usually associated with this classification: Light Work: Exerting negligible amount of force constantly to move objects and papers, to answer telephone and to file. Physical demand requirements usually require some walking, standing or bending, however worker sits most of the time. There is significant use of arms and hands.
6) Type of Physical Demands usually associated with this classification:
Reaching, Handline, and Fingering: (Reaching – Extending the hand(s) and arm(s) in any direction necessary in reaching documents on desk, answering telephone and filing. (Handling – Seizing, holding, grasping, turning, or otherwise working with hand or hands (fingers not involved). Necessary to hold and/or carry documents, telephones or files. (Fingering – Picking, pinching, punching or otherwise working with fingers primarily (rather than with whole hand or arm as in handling). Necessary for writing, picking up documents, dialing telephone, etc.
Talking and/or Hearing: (Talking – Expressing or exchanging information by means of spoken word). (Hearing – Perceiving nature of sounds by ear). Both necessary to converse with employees and customers in person and by telephone.
Seeing: The ability to perceive the nature of objects by the eye. Recommended guidelines for vision are:
- Acuity, far – Clarity of vision at 20 feet or more. Must be able to see people across and open space so as to greet them as they approach. Both eyes 20/25 – R 20/30 – L20/30 corrected. 2. Acuity, near – Clarity of vision at 20 inches or less. Must be able to see files, telephone, documents and other work aids near at hand. Both eyes 20/25 corrected.
- Depth Perception – Three-dimensional vision. Ability to judge distance and space relationships so as to see objects where and as they actually are. Must be able to judge distances so as to use both hands in performing different tasks at the same time.
- Field of Vision – Area that can be seen up and down or to the right or left while eyes are fixed on a given point. Must be able to see wide space of area so as to see people as they approach while working on near-point work.
- Accommodation – Adjustments of lens of eye to bring an object into sharp focus. This item is especially important when doing near-point work at the CRT while glancing quickly to see customers who are located at various distances.
- Environmental Conditions (Physical Surroundings usually associated with this classification: The worker is subject to Inside Environmental Conditions. Protection from weather conditions but not necessarily for temperature changes.
- Environmental Conditions (Hazards) usually associated with this classification: No environmental hazards indicated for this classification.
- Machines, Tools, Equipment and Work Aids which may be representative, but not all inclusive, of those commonly associated with this classification:
Adding machine, calculator, computer, stapler, telephone, copying equipment, files, note pads, pens, pencils, calendar, employee handbook, rules and regulations, manuals and other work aids related to the job.
Ability to understand and follow oral and written directions, to establish and follow work procedures and to deal effectively with employees and customers in person or over the telephone. Must have knowledge of or ability to learn customer service programs and new computer software.
Print Application – Download and print the blank application. Fill the application out with a pen and scan and submit online (applications can be emailed to firstname.lastname@example.org or drop off the completed application at the location you are applying.)
Digital Application – Download the blank application to your computer. Open the application using Adobe Acrobat or another .PDF editor. Fill out the application using your computer and send the completed application to email@example.com.