The Customer Service Representative serves as a first line of responsiveness to any emerging issues our customers may face in order to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Reports to the Customer Service Manager of the Regional Operating Center (ROC.)

Responsibilities:

• Manage large amounts of incoming calls from customers, working to address immediate issues, direct calls to appropriate party and troubleshoot and investigate if warranted.
• Processing orders, forms, applications, and requests
• Handle customer complaints, provide appropriate solutions and alternatives within time limits and follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts.
• Pass along any sales leads or additional sales to the Sales Manager
• Participates in general staff meetings, other internal meetings, and serving on committees as may be applicable to department functions, organizational development or as directed by supervisor.
• Employee must demonstrate safe work and risk management practices. Communicate and enforce all safety and security issues. Report and process all employee and/or customer incidents or unsafe acts in accordance with Parkland USA’s policy and procedure.
• Ensure that confidentiality of data collected and stored are maintained.
• Employee is expected to set priorities and meet deadlines. Employee is responsible for planning and carrying out assignments, resolving conflicts that arise, informing and coordinating with others as expected. Employee is accountable for insuring the technical accuracy of their work and maintaining good working relations, both internal and external to Parkland USA. Self-direction and motivation are also expected.
• Must meet performance expectations; Must complete any and all duties as assigned

Qualifications:

• High school diploma or equivalent
• Must be fluent in English and Spanish
• Ability to multi-task, prioritize and manage time effectively
• Proven customer support experience or experience as a client service representative
• Track record of over-achieving quotas
• Strong phone contact handling skills and active listening
• Familiarity with CRM and ERP systems and practices
• Microsoft Office proficiency (Word, Outlook, Excel)
• Customer orientation and ability to adapt/respond to different types of people
• Excellent communication and presentation skills

We Offer:

• Flexible medical and dental package options for employee and family with a significant employer contribution
• A focus on healthy living through wellness initiatives and an annual fitness reimbursement program with health savings account contribution eligibility up to $1,000/year (for high deductible health plans only)
• Company provided Life, AD&D, and Long-Term Disability Insurance
• Employee and Family Assistance Program
• 401K w/ up to 5% match
• PTO and paid holidays
• In-house learning and development opportunities, leadership training, international opportunities
• Participation in Parkland Pledge, an employee-driven charitable giving program
• Our Performance-based Annual Incentive Plan, an annual bonus awarding your performance

We thank all candidates in advance for their interest, however only those being considered will be contacted.

Parkland USA is an equal opportunity employer.

Parkland USA is committed to equal employment opportunity for all persons. All employment decisions at Parkland USA are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. It is the policy of Parkland USA to provide Equal Opportunity Employment to all qualified disabled veterans, individuals with disabilities, and protected veterans who are employees or applicants for employment.

• Ability to multi-task, prioritize, and manage time effectively