CUSTOMER SERVICE REPRESENTATIVE (CSR) JOB DESCRIPTION

Immediate Supervisor:Sales Manager 

Employees Supervised:None

FLSA Status: Non-Exempt 

Starting Wage: $15.00 to $28.00 DOE

Job Purpose 

As a vital member of our team, the Customer Service Representative (CSR) plays a pivotal role in fostering positive interactions with our valued customers. Reporting directly to the Director of Sales, the CSR will engage with customers via phone, live chat, and email, addressing inquiries regarding our products and services, including group sales. With a focus on delivering exceptional customer experiences, the CSR will provide comprehensive product information, resolve issues efficiently, and strive to achieve client satisfaction and drive sales during initial customer interactions.

Essential Job Functions 

1.Greet customers professionally, proactively and with a positive attitude; 

2.Answer customer inquiries regarding our track experiences, service and reservation questions;

3.Must be comfortable ‘up-selling’ various products and services; 

4.Resolves product or service problems by clarifying a customer's concern, determining the cause of the issue, selecting and explaining the best solution to solve the challenges, expediting correction or adjustment, following up to ensure resolution; 

5.Ability to multi-task between calls, chats, and emails.

6.Maintains customer records by updating account information; 

7.Maintains a positive attitude and appearance in the office reflective of the critical role this position plays as ambassador with our company;

8.Contributes to team effort by accomplishing sales results as needed; 

9.Maintain knowledge of current sales and promotions; 

10.Protect our business, client and employee information, including but not limited to, customer names, billing and contact information; 

11.Reliable and consistent attendance is mandatory; 

12.Other duties as assigned.

Knowledge

1.Administration and Management — General office administrative duties and management of customer needs. 

2.Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Bilingual in Spanish, French or other is a plus. 

3.Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. 

4.Tools: Calculators, desktop computers, scanners, copiers, fax and phone systems.

5.Other: Knowledge of, experience with or passion for exotic cars and racing 

Skills  

1.Basic Skills: Active learning, active listening, critical thinking, basic math to include addition, subtraction, multiplication, division, reading comprehension, speaking, writing. Must possess strong attention to detail.

2.Social Skills: Negotiation, persuasion, service orientation, social perceptiveness.

3.Problem Solving Skills: Conflict resolution and problem solving.

4.Systems Skills: Judgment and decision making, social perceptiveness.

5.Resource Management Skills: Time management & ability to prioritize/reprioritize. 

6.Desktop Computer Skills: Spreadsheets, internet navigation, and word processing will be used regularly in this role, including but not limited to: grammar, spelling, email communication, and live chat.

Abilities 

 Ability to maintain attention to detail, successfully multi-task and prioritize; key personal skills; a commitment to excellence; able to communicate at all levels with customers and management; goal oriented with excellent organizational and communication skills; self motivated and problem solving oriented; able to work in a fast paced environment.

Qualifications

 Experience and Education: High School diploma or GED, two or more years of experience in a customer service role is a plus 

Benefits

• Medical/Dental/Vision
• Company provided Life and AD&D/Long Term Disability
• Voluntary Life Insurance/Short Term Disability/AD&D
• Accident/Critical Illness
• Pet Discount Program
• ID Theft Protection
• 401k plus match
• PTO

Work Environment 

Work is performed in a typical shared office setting. This job function is performed through the use of a computer with multiple systems and telephone line throughout the workday. This department is open 7 days a week, 365 days a year. This position should expect to work during the hours of 730am – 530pm, 4 days a week with adjustments to scheduling as needed based on peak, holiday volume, or employee coverage. The employee will hear regularly loud, repetitive noise. 

SpeedVegas and its subsidiaries provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status or any other characteristic protected by state, federal or local law..