What are the responsibilities and job description for the Customer Services Representative position at Career Search?
WHO WE ARE:
Founded in 1947 and headquartered in Schofield, Wisconsin, Wausau Supply Company has a history of providing top-quality building materials to authorized retailers across the United States. As a proud 100% employee-owned company, we are dedicated to not only serving our customers but also ensuring that our employees have a direct stake in our success. We distribute building materials from the industry's leading manufacturers to authorized retailers from the western Rocky Mountains to the east coast. In addition to our distribution capabilities, Wausau Supply Company is known for its high-quality manufactured brands, including Diamond Kote Siding System, Waudena, ChamClad and Taylor Entrance Systems. These brands reflect our commitment to innovation, safety, service and integrity. Our territory continues to expand as we continuously strive to meet the demands of our customers with nineteen distribution centers and five fabrication and finishing facilities across the United States.
At Wausau Supply Company, we are driven by a passion for excellence and a dedication to service, ensuring that we remain a trusted partner in the building materials industry for generations to come.
BENEFITS we offer:
3 weeks paid vacation within 1st year
9paid holidays
100% Employee Owned
Employee Stock Ownership Program
~Employer funded with an average retirement contribution of up to $4 per hour
401K Retirement Fund - Additional opportunity for employee to contribute
Health, Dental, Vision, Short Term/ Long Term Disability
Employee Assistance Program
Opportunity for advancement
Training and development
Employee Material Purchase Program
WHAT THIS ROLE WILL BE DOING:
Summary: As an industry leader in the building materials market, a Wausau Supply Co. (WSC) Customer Service Representative (CSR) is responsible for being the frontline ambassador to our WSC customers. Demonstrating professionalism, honesty, integrity, and interest in our customer is required on every interaction. This position is a great mix of utilizing customer service skills and having the freedom to find a solution that is profitable for both the customer and WSC.
Duties to include (not limited to):
- Handle a large volume of incoming calls, emails and web chat interactions.
- Identify and predict potential needs of each customer and communicate solutions in an empathetic and courteous manner.
- Enter customer orders and offer consultation on complementary products.
- Clearly communicate feature and benefits of applicable products and services in terms the customer will understand, while taking into account regional and industry terminology.
- Communicate with other departments and co-workers to maximize a consistent experience for the customer and to leverage information uncovered during customer interactions.
- Effectively use all the tools at your disposal to solve problems and learn new things.
- Price negotiate to secure business while balancing the long-term relationship of WSC and the customer.
- Learn and adhere to all internal procedures to promote consistent and efficient service to the customer.
- Meet or exceed all established metrics for quantity and quality.
- When things are slow (winter months), gain additional skills by assisting with projects in Customer Service and other areas like eCommerce, HR, IT, Marketing, Production, etc.
A Customer Service Representative will possess and demonstrate:
- Consistently display a positive and helpful attitude with customer and co-workers.
- Practice and display empathy, patience, and care on every customer and co-worker interaction.
- Excellent verbal and written communication skills
- Effective organizational skills with minimal oversight.
- Advanced mathematical competency
- Independent decision-making skills, initiative and accountability.
- A willingness to accept coaching, criticism, and the ideas of others.
- A natural curiosity in our customers' business and ask relevant questions that will positively impact both the customer and WSC's business relationship.
Education / Experience:
- High School Diploma or equivalent
- 2 years' experience in a call center or other customer facing role
Working Demands / Requirements:
- Ability to sustain long periods of working at a desk with continuous phone calls.
- Ability to situationally work extended workdays during peak customer volume periods
- Willingness to assist in other departments during non-peak periods.
Reports to: Customer Service Supervisor & Manager
Conclusion: A Customer Service Representative for WSC will exemplify the high standards that have come to be associated with WSC. Acting with professionalism, honesty, and integrity is expected with every interaction. Understand and take ownership that every customer contact influences whether or not they will come back.
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