This position is responsible for overseeing the satisfaction of customers as it pertains to all operational functions of Company. This position is highly detail oriented and requires the ability to multi-task and work independently in addition to a team environment. Strong communication skills are required, to provide superior service to our customers. This position is required to meet deadlines and works with timely demands and effectively manage multiple workloads. Customer service representatives are cross trained to help and be flexible. Flexibility and the desire to help others is essential to the success of this position.

GENERAL DUTIES AND RESPONSIBILITIES:

• Answer telephone in a professional and courtesy manner—first line to customers
• Accurately and efficiently process and enter many types of product orders
• Resolve customer issues within Service Level Agreement (inquiries, returns, order status)
• Track orders and provide customers with ETAs
• Relay calls to appropriate individuals as needed
• Review and release internal customer web orders
• Keeping up to date with all the company’s products, and procedures
• Monitors back orders and communicates to customer
• Perform all other tasks, jobs, and or assignments as directed by Management

BASIC QUALIFICATIONS:

• A high school diploma or GED, or equivalent years of experience
• Computer experience including knowledge of MS Word and Excel
• Accurate data entry skills and attention to detail 

PREFERRED QUALIFICATIONS:

• Experience with S2K, Zendesk, and CRM (Customer Relationship Management) software
• 1 – 2 years customer service experience
• Customer/Client Focus
• Problem Solving skills
• Detail oriented and organized
• Ability to work well under pressure and still be pleasant with customer
• Communication Proficiency
• Motivated team player
• Technical Capacity
• Reliable and Flexible

WORK ENVIRONMENT:

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. CSRs are given headsets to answer phones and must be used when away from desk for incoming customer calls.

PHYSICAL DEMANDS:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
•  While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, stand, walk, use hands and fingers, handle or feel, and reach with hands and arms. 

To Learn More About Our Company, Please Visit www.amercareroyal.comAmerCareRoyal is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.