What are the responsibilities and job description for the Customer Care Representative position at Duplicator Sales & Service, Inc.?
SUMMARY OF RESPONSIBILITIES:
Reports to the Customer Care & Marketing Manager. Receives incoming calls from the main line, takes/verifies orders for supplies and service calls via telephone, online and in person. Communicates with customers in a friendly, professional manner to address issues that they may have on a variety of different subjects like supplies, service and billing. Enters order and service information data accurately into the system. Provides office clerical support related to incoming/outgoing mail, collecting meter readings, creating check logs, filing, etc.
ESSENTIAL FUNCTIONS:
Customer Care Rep:
1. Communicates with customers in a friendly, professional manner.
2. Receives customer supply orders and service calls via telephone (0819, 0790), online, FM Audit, email (supplies@duplicatorsales.net and servicerequest@duplicatorsales.net) and in person. Follows up with customers to let them know that needs have been addressed.
3. Researches supply usage and advises customers on previous orders, expected usage, and pricing, to ensure there is no excessive shipping of toner.
4. Documents all orders accurately in E-Automate software and print orders to the shipping department.
5. Obtains information about the problem(s) customers are having with their equipment and accurately inputs data into E-Automate.
6. Effectively handles customer issues and questions surrounding the following: billing, supplies and service calls.
7. Handles customer questions regarding supply and service invoices. Connects customer with other concerns that cannot be answered (Accounting, Sales, etc.) to the appropriate departments.
8. Can create, edit and update spreadsheets on a variety of subjects concerning supplies such as: Customer Machine Supply Lists, Cost Comparison for Supplies and Customer Supply Quote Lists.
9. Effectively communicates with Sales Department with a variety of task to include, cost comparison regarding supplies, machines supply lists, and solving customer issues.
10. Updates customer and/or equipment records to reflect customer’s special request, site location changes, and suite numbers. Send customer address changes through info bank for Accounting to change.
11. Responsible for learning all Ricoh/Savin/Lexmark models as well as features/benefits/price points of all printers and multi-functional machines.
12. Helps with compiles list of FAQs from customers, for blog and website content.
13. Handles Supply Leads in a timely manner.
14. Maintains a professional appearance.
Clerical Office Support Duties
1. Greets visitors promptly and courteously as they enter the building. Assists visitors with electronic registry.
2. Ensures the Front Door is unlocked and Demo Floor machines are turned on for opening of business, 8am. At closing time, ensures the Front Door is locked and Demo Floor machines are turned off.
3. Sorts incoming mail by department and places in mail slots. Opens the checks and removes from the envelope. Ensures that the letter opener is emptied weekly and working properly.
4. Creates check log, in Excel, listing all of the daily checks received. Distributes the spreadsheet to assigned personnel.
5. Runs invoices through the folder/inserter to prepare for mailing. Manually inserts invoices in envelopes when the folder/inserter is down or when there are multiple page invoices. Manually inserts marketing advertisements in envelopes as requested. Places service calls on the folder/inserter as needed.
6. Processes all outgoing mail through the postage machine. Ensures mail is picked up.
7. Scans the equipment billing/accounts payable information using the scanner provided. Uploads the appropriate cabinet in the Sentryfile software. Verifies that the indexing is correct. Stamps each packet as scanned. Distributes the equipment billing information to the Fixed Asset Analyst and files the accounts payable information in the A/P file cabinets.
8. Files accounts payable check documentation in the appropriate folder located in the file cabinets.
9. Prepares the A/P files from the prior year to be boxed up and moved to the Accounting cage. Puts the boxes together and moves the files in alphabetical order to the boxes. Labels the boxes as to what files are in them. Moves the boxes to the Accounting cage. Labels new folders for the current year.
10. Assists Contract Billing-Maintenance I with meter reading calls, especially during property tax season.
11. Assists with opening and pulling out Jefferson County property tax bills and puts them in order by address.
12. Scan and upload W-9 to vendor records in E-Automate.
13. Assists with other duties as assigned.
PHYSICAL REQUIREMENTS:
*Ability to communicate effectively via telephone and in person.
*Ability to use a desktop computer and keyboard for data entry and retrieval purposes.
*Ability to sit at a desk for prolonged periods of time.
*Possesses excellent problem solving skills.
MINIMUM REQUIREMENTS:
*1-2 years previous experience in customer service
*High school diploma or GED
*Good verbal communications and customer service skills
* Extensive knowledge of PC functions in order to operate the following programs:
*MS Outlook
*MS Word
*MS Excel
Job Type: Full-time
Pay: $16.00 - $17.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
Application Question(s):
- Are you willing to submit to a pre-employment drug screen?
Work Location: In person
Salary : $16 - $17