Customer Service Representative

General Summary: The Customer Service Representative (CSR) will interact with the company’s customers by addressing inquiries and resolving complaints. CSR will build orders and keep the customer updated on the progress of each order on a daily basis. This includes updating customer-based portals and webpages.

Essential Job Responsibilities:

• Work with individual responsibilities and also work as a team providing fellow employees support as instructed by management.
• Interacts with customers via telephone, text, email, online chat, or in-person to provide support and information on products or services.
• Keep customers updated at all times on the progress of their orders.
• Collects and enters orders for new or additional products or services.
• Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned account manager or other appropriate staff.
• Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Performs other related duties as assigned.

Required Skills & Abilities:

• Service-oriented, able and skilled in working to resolve customers’ problems and/or complaints.
• Polite, pleasant, and professional demeanor over the phone and in-person.
• Excellent communication skills, both written and oral, including active listening skills.
• Demonstrated ability and willingness to work as part of a team, communicative, cooperative, and collaborative.
• Must be organized, able to multi-task and manage multiple competing priorities, and function in a fast-paced work environment.
• Must be detail oriented and have/be able to learn specific details in regard to vehicle transportation.
• Knowledge of vehicle types, sizes, & classifications helpful.
• Basic computer proficiency using PC with Windows operating systems, ability to learn new software systems to perform job.
• Proficient use of Microsoft Office, specifically Outlook, Word, Excel, and Power Point.

Education and Experience:

• High School graduate or equivalent education required, 3 or more years directly related experience.

Equipment Operated, Working Environment, and Mental/Physical Requirements:

• Standard office equipment including computers, fax machines, copiers, printers, telephones, etc.
• Position is in a well-lighted, temperature controlled office environment. Typically, Monday through Friday workweeks. Occasional evening and weekend work could be necessary.
• Involves sitting approximately 90 percent of the day for long periods of time, walking or standing the remainder. Involves long periods of looking at a backlit computer monitor, concentrating and paying attention to details.