Overview

The Customer Service representative (CSR) will be able to perform all of the duties of an Associate CSR, while in addition providing customer support for a wide variety of customer related issues; to include assistance with billing questions and demonstrating a comprehensive knowledge of customer service and other assorted customer inquiries to achieve total customer satisfaction.

Responsibilities

• Responsible for the timely and accurate processing of supply orders and service call issues over the phone and through email communications.
• Supports SBS customers with product-related questions and concerns
• Responsible for customer service support issues including billing, order status and customer inquiries
• Applies general query skills to determine reason for call in order to route the problem to the appropriate party
• Learns intermediate knowledge of the current ERP system for processing of phone and email requests
• Daily interaction with various industry specific software
• Applies thorough details and pertinent call information to the field teams to ensure complete customer satisfaction
• Logs and returns all voice message calls daily; documenting all required information into database and owning the call to ensure thoroughness and timely resolution to reach customer satisfaction
• Works closely with all departments within the operations department and levels of management escalating problems and concerns when necassary
• Performs general customer service-related work in support of organizational goals and objectives and tactical operations
• Knowledge and understanding of Sharp products and services to provide support to others within the department when needed; in addition, when appropriate, be able to identify sales opportunities and generate sales leads with customers in an effort to increase sales and marketing potential within the branch.
• Other duties assigned

Qualifications

• High School Diploma or equivalent required
• 2-5 years of experience in a customer service environment; call center support experience preferred.
• Strong working knowledge of Microsoft Office Products (Word, Excel, PowerPoint, and Outlook)
• Exceptional verbal (especially telephonic) and written communication skills
• Excellent customer service skills including a customer focused attitude
• Excellent reading comprehension and mathematical skills
• Excellent organizational skills; effective time management skills which must include attention to detail
• Possess the ability to be self-starting and understand the need for achievement of tasks in pursuit of goal satisfaction
• Ability to prioritize job responsibilities in a dynamic fast paced environment
• Proficient data entry skills

Sharp Electronics Corporation is an equal opportunity employer – minority/female/disability/veteran