What are the responsibilities and job description for the Customer Service Rep position at Frontier Co-op?
We are seeking a Customer Service Representative to join our Team. In this role, you will provide exceptional service to all customers. Take incoming calls, process orders and requests, and advocate for customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Receive and process requests for orders, changes to orders, returns, and adjustments; provides customer with a catalog or literature as requested.
- Achieves and maintains rapport with customers and provides exceptional customer service via phone and/or web.
- Uses a computer to retrieve customer information, product information, and to process orders.
- Sets up new accounts, explains membership, cooperative structure, patronage dividends and share requirements, and enters customer information into the computer.
- Informs customers of product changes, specials, and promotions.
- Responds to customers’ needs and concerns in a timely manner.
- Uses a multi-line phone to answer incoming and place outgoing calls, transfer calls as needed, and to check messages.
- Provides accurate and responsive answers to customers’ questions relating to membership, products, returns, ordering, account status, and websites; forwards calls to Frontier personnel as needed.
- Logs customer feedback on products and services in the computer.
- Performs other duties as needed to provide excellent customer services.
- Strives to reduce waste, recycle products whenever possible, and re-use resources when practical.
- Works safely at all times, follows safety rules and policies and participates in scheduled training.
- Reports injuries and near misses promptly and in required detailed format; proposes corrective action.
SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED); and 6 to 12 months related experience; or equivalent combination of education and experience.
LANGUAGE SKILLS
Ability to read and comprehend detailed instructions, correspondence, reports and memos. Ability to write routine reports and correspondence. Ability to speak effectively with a variety of people and respond to basic questions in situations where common courtesy and tact are needed.
QUANTITATIVE SKILLS
Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.
OTHER SKILLS AND ABILITIES
- Ability to sit, answer telephone, and work on CRT up to 100% of the time.
- Excellent communication and interpersonal skills.
- Ability to prioritize multiple projects simultaneously.
- Attention to detail, organizational skills, and ability to work within team concept.
- Basic computer skills.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, talk or hear, and view a computer monitor or video display. The employee frequently is required to use hands and/or fingers to type, handle, or feel. The employee is occasionally required to stand, walk, and reach with hands and arms.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.