Customer Service Representative

Under the general supervision of the Sales and Marketing Supervisor, the Customer Service Representatives are responsible for overseeing and effectively assisting new and existing customers with orders and addressing concerns relating to accounts.

Shift/Hours:

Monday – Thursday; 8:00 AM – 5:00 PM; Friday 7:00 AM – 4:00 PM.

Hours may vary based on departmental requirements.

Duties and Responsibilities:

• Answer incoming calls and emails to assist customers by handling inquiries including services, delivery, pick up, relocation and repair of equipment, installation/pick up for fence.
• Coordinate with other members of the team to ensure proper coverage for lunch and break periods.
• Input and validate all work orders and service tickets for accurate information.
• Work closely with all other departments to ensure customer needs are met.
• Send quotes to customers and help the sales team with overflow quotes and/or order entry when necessary.
• Coordinate with billing team on payments to specific accounts via check, ACH, or other means.
• Follow-up quotes to ensure delivery of materials in a timely manner.
• Prioritize daily tasks and complete all order entries by specified deadlines.
• Communicate regularly with Supervisor on accounts, quotes or items that require additional attention.
• Act as a liaison between customers, sales, field operations, and office personnel to resolve complaints.

Qualifications:

• High School diploma/GED or equivalent experience.
• Strong communication skills.
• Detail oriented.
• Reliability and trustworthiness.
• Able to handle large tasks and prioritize the importance of each project.
• Ability to handle high volume of phone calls.
• Team Player.
• Focus on quality customer service.
• Knowledge of Microsoft products (Excel, Word, and others).
• Ability to multi-task and keep a positive attitude in a fast-paced environment.
• Prior experience with Tower/AMCS highly recommended but not required.

Skills:

• Language skills:
• Ability to e?ectively communicate information in one-on-one conversation to customers, and other employees of the organization.
• Mathematical skills:
• Ability to perform simple arithmetic (add, subtract, multiply, and divide).
• Reasoning ability:
• Ability to de?ne problems, collect data, establish facts, and draw valid conclusions.
• Ability to deal with problems involving a few concrete variables in standardized situations.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.