Description

Job Purpose:

Customer service representatives help customers with complaints and questions, give customers information about products and services, take orders, and process returns. By helping customers understand the product and answering questions about their reservations, they are sometimes seen as having a role in sales. Shift 11:30AM to 8:00PM and some Saturdays.

Tasks:

• Confer with customers by telephone, email or chat to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Check to ensure that appropriate changes were made to resolve customer’s problems.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Resolve customer’s service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
• Escalate unresolved customer grievances to supervisor or manager for further investigation.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions, etc.
• Communicate with Accounting Department about credit applications, customer status,
• Communicate with Customer Service Reps regarding customer information
• Communicate with department and assist where needed
• Enter prospects in DAX
• Initiating RMA’s and RTN’s
• Input orders through DAX
• IPCPR - learn specials and input orders accordingly
• Maintain follow-up - making calls timely and communicate with A/R
• Processing backorders - enter & fill / Making out-bound calls to get customer approval for shipping
• Process batches and 1st checks
• Track orders through UPS
• Update DAX customer cards as needed - Addresses, Notes, etc.
• Inform manager to process credit and or debit memo forms
• Assist with making samplers and preparing shipments
• Remove, sort and distribute department faxes
• Maintain picking ticket files
• Promote new products
• Ensure all customers are of legal age to purchase tobacco products
• View orders, take additional steps to ensure fraudulent activity has not occurred
• Other duties as assigned

Work Activities:

• Getting Information
• Interacting With Computers
• Communicating with Persons Outside Organization
• Communicating with Supervisors and Peers
• Establishing and Maintaining Interpersonal Relationships
• Making Decisions and Solving Problems
• Updating and Using Relevant Knowledge
• Processing Information
• Resolving Conflicts and Negotiating with Others
• Organizing, Planning, and Prioritizing Work

Detailed Work Activities:

• Discuss goods or services information with customers or patrons.
• Promote products, services, or programs.
• Provide notifications to customers or patrons.
• Refer customers to appropriate personnel.
• Respond to customer problems or complaints.

Work Content:

Physical Demands

The employee is occasionally standing and walking

The employee is regularly sitting

Requirements

Qualifications:

Education and Experience

Years of Experience: 1-5

Education: High School/G.E.D

Skills:

Basic Skills

• Active Listening

Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

• Speaking

Talking to others to convey information effectively.

• Reading Comprehension

Understanding written sentences and paragraphs in work related documents.

Social Skills

• Service Orientation

Actively looking for ways to help people.

• Social Perceptiveness

Being aware of others' reactions and understanding why they react as they do.

Complex Problem Solving Skills

• Complex Problem Solving

Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Resource Management Skills

• Time Management

Managing one's own time and the time of others.

Desktop Computer Skills

• Databases

Using a computer application to manage large amounts of information, including creating and editing simple databases, inputting data, retrieving specific records, and creating reports to communicate the information.

• Navigation

Using scroll bars, a mouse, and dialog boxes to work within the computer's operating system. Being able to access and switch between applications and files of interest.

• Spreadsheets

Using a computer application to enter, manipulate, and format text and numerical data; insert, delete, and manipulate cells, rows, and columns; and create and save worksheets, charts, and graphs.

Knowledge:

Required

• Customer and Personal Service
• English Language
• Computers and Electronics

Preferred

• Clerical

Technology:

• Customer relationship management CRM software
• Enterprise resource planning ERP software