What are the responsibilities and job description for the Customer Service Representative position at Fallsway Equipment Company?
Job Summary
1.Respond to Customer Inquiries– Answer phone calls, emails, live chats, or in-person questions in a timely and professional manner.
2.Resolve Complaints and Issues– Listen to customer concerns, investigate problems, and provide accurate, effective solutions.
3. Provide Product or Service Information– Educate customers on products, services, warranties, pricing, availability, and policies.
4. Process Orders & Document Customer Interactions– Record conversations, outcomes, and follow-ups in the EBS system.
5. Follow Company Procedures and Policies– Adhere to guidelines for communication, escalation, data handling, and conflict resolution.
6. Escalate Complex Issues– Identify and pass along high-priority or unresolved issues to supervisors or specialized stakeholders.
7. Maintain Customer Records and Accuracy– Ensure all customer information is correct, current, and stored in accordance with company standards.
8. Collaborate with Other Departments– Work with sales, technical support, billing, or operations teams to resolve customer concerns or relay feedback.
9. Meet Performance Metrics– Achieve goals such as response time, scheduling, call volume, customer satisfaction, or first-contact resolution.
10. Maintain an accurate schedule of technicians daily/hourly responsibilities and communicate as necessary to all stakeholders necessary.
Job Type: Full-time
Pay: $19.00 - $22.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $19 - $22